Service & Hardware Support Specialist
•CoatesgroupHybrid· 14h
🎧 Support⏰ Full-time📈 Mid Level🇮🇳 Silvassa, India
14h ago
Roboflow·9 months ago
You may be a Support lifer - familiar with all that entails, or you may be a Developer who prefers a more interrupt driven approach, or you are in the technical part of a Field organisation and would like a bit more anchoring to base. We crave variety in experience, but you do like knowing the answer to questions - if you don’t know, you find out and you let others know so they don’t have to work it out for themselves.
Variety energises you, process informs you, pressure focuses you, teammates encourage you and knowledge releases you.
Accountable to the team for the reliable execution of Support’s deliverables, empowered to continually look at ways to improve the environment of Support. No question is too difficult to ask.
Empathetic to customer needs and the importance of communicating in remote relationships, you are considerate of team needs and how the experience of one engineer contributes to the whole.
Many Roboflowers have used our tools before joining. One of the best ways to stand out amongst other applicants is to write about something you have built with Roboflow or contribute to one of our open source projects.
We are hiring Support Engineers to instill confidence in our customers that they are using our solutions in the best-fit mode for their needs and Support is a safe pair of hands, if things go wrong. You will have direct input on the evolution of this role, the function of Support and the future of Roboflow.
Support at Roboflow is consultative in scope, collaborative in nature, exciting in execution and always evolving to meet the needs of our customers and the team. If you love to get your hands dirty and enjoy finding the root cause, let’s have a chat.
At Roboflow, our enterprise customers aren't just buying software; they're investing in solutions to complex computer vision problems. For them to truly succeed, our support can't just be a reactive break/fix service. Yes, there will be times when customers need mission critical pipelines brought back to green but we also need Enterprise Support Engineers who are more than troubleshooters – they are consultative technical advisors and proactive problem-solvers, understanding and communicating the product capabilities against the backdrop of our customers’ needs on their journeys with Roboflow.
This role is critical for accelerating customer time-to-value, ensuring optimal use of our platform, and acting as a vital feedback loop between our customers and Product. By deeply understanding customer context and use cases, these engineers not only resolve issues but also inform strategic technical decisions and identify latch-lifter opportunities – moments where a customer's specific needs signal a chance to unlock deeper platform adoption and expansion, playing a direct role in customer success and revenue growth.
Participate in Support’s on-call rotation
Ensuring technical customer issues are serviced to contractual SLA, and managed to resolution
Create technical content to capture best practices (e.g. documentation, videos, knowledge base, etc.)
Grow customer relationships, through trusted advice, in the delivery of Roboflow support obligations
Collaborate with Sales, Solutions Architects & Implementation Engineers to ensure continuity across the customer journey
Coordinate with the field and product to inform roadmaps for our customers
Stay current with latest product features and releases
Be an active participant in the evolution of the environment of support (process, tooling, knowledge, etc), cultivating an attitude of continuous improvement
Technical Proficiency
5+yrs experience with Linux & Networking Fundamentals: (VPN, SSH, firewalls)
Proficiency in scripting using Bash and Python
Cross-Stack Troubleshooting: Ability to rapidly diagnose and understand issues that span various layers—from customer data input, cloud infrastructure configurations, network connectivity, to model inference performance on diverse hardware
Computer Vision & ML Working Practices: Knowledge of CV/ML pipeline practices to diagnose customer issues across data, training, and deployments on edge devices such as Nvidia Jetson, and translate customer needs into actionable product configurations or best practices
Individual Oriented Skills
Contextual Problem Solving: Active listening and asking probing questions to understand the customer's underlying business context, their specific use case, and how a technical issue impacts project goals
Workload Management: Manage a diverse portfolio of customer accounts and technical issues, effectively prioritizing tasks based on customer impact, strategic importance, and urgency
Building Relationships: Capable of establishing trust and building strong working relationships with customers at short notice or over minimal interaction, in high tension conditions
Translating Complexity: Ability to convey and extract pertinent information from discussions with key stakeholders involved in unblocking customers
Managing Sensitive Issues: Professionally navigate business critical technical issues, ensuring effective communication and coordination between the customer and internal teams
Opportunity Identification: Possess a keen eye for identifying upsell opportunities or opportunities to expand usage of Roboflow technology
Team Oriented Skills
Proactive Knowledge Sharing: Experience of leveraging a knowledge-centric support approach (documenting solutions, creating internal runbooks, and contributing high-quality articles to both internal and external knowledge bases)
Process & Tooling Evolution: Actively identify patterns, recurring issues, or changes in customer behavior that indicate systemic problems. Contribute to root cause analysis, propose preventative measures, and suggest improvements to internal support processes and tools
Bonus Skills
Experience of Roboflow Stack
Edge Device & Camera Integration: Experience with connecting and troubleshooting camera-based edge devices (webcams, Nvidia Jetson, Raspberry Pi) and their data streams
Technical Consulting or Solutions Architecture: Prior experience in a Professional Services, Pre-Sales engineering, or Solutions Architecture role, focused on identifying and designing solutions for complex customer challenges and translating them into business value
Articulating Value: Able to connect technical solutions to tangible business value, helping customers see the ROI and the potential for greater impact from Roboflow
Our team of ~90 attracts talent like executives that wanted to return to building, founders with a 100M+ exit, Roboflow users turned team members, open source contributors, a cyclist who biked across the United States, prolific high school hackers, a CTO from 100+ engineering organization, amongst many exceptional others.
As an early Support Engineer hire, you’ll be partnering directly with our co-founder/CEO and Support leadership to not only do great work in the role, but shape how this function works for the future of Roboflow.
Roboflow is distributed across the US and Europe. We currently have Hubs in New York City, San Francisco and São Paulo (with plans to open more as we grow density in new cities). We provide opportunities (like team onsites in different cities) and resources (like a $4000/yr travel stipend) to work in person with other team members as much as you'd like, while also supporting remote team members. You can work from one of our Hubs (we offer a relocation bonus), work from home, work at co-working spaces, etc. We want you to work where you work best!
Roboflow primarily operates during the daytime hours in the US and there are some synchronous meetings you’ll be expected to attend each week. Participation in on-call roster on rotation and queue coverage during US business hours.
To determine your salary, we use a number of market and data-driven salary sources. We review all salaries every six months to ensure we stay in line with the market.
📈 In addition to our cash compensation, we offer generous perks and benefits. Below are some of the highlights:
$4000/yr Travel Stipend to travel anywhere anytime to work alongside other Roboflowers
$350/mo Productivity stipend to spend on things that make your work environment more productive, like high-speed internet at home or a co-working space
Cover up to 100% of your health insurance costs for you and your partner or family
Equity in the company so we are all invested in the future of computer vision
Learn all about computer vision, our product, company, customers, and vision.
Answer your first support request
Onboard in person with your manager (you’ll come to our NY or SF Hub!)
Working on the Support queue and building relationships with assigned customers
Partake in first on-call shift
Complete onboarding into Support for a new customer
Attend your first all company onsite
Be ramped up on other relevant parts of the Roboflow product
We want a diverse, global team with a broad range of experience and perspectives. If this job sounds great, but you’re not sure if you qualify, look into our Former Founders role. We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time.
We are building a diverse Distributed team that is distributed across the globe. Roboflow is an equal opportunity workplace; we welcome people from all backgrounds, communities, and experiences.
We provide competitive compensation and stellar benefits to accelerate your personal and work life. Learn more about what it is like to work at Roboflow by reading these blog posts.
See our careers page for all open listings.