[Hiring] Customer Support Engineer @Cohere

Role Description

As a Customer Support Engineer, you’ll be the bridge between our innovative technology and the customers who rely on it. This role is critical in ensuring seamless adoption, resolving technical challenges, and shaping the future of our products through actionable feedback. If you’re passionate about AI, thrive in fast-paced environments, and love helping others succeed, this is the perfect opportunity to make an impact.

• Customer Interaction: Answer incoming calls, respond to customer inquiries, and resolve complaints promptly and professionally.
• Technical Support: Assist customers with integrating and optimizing Cohere’s API and tools via email, chat, call center calls, ticket system, and Discord.
• Resource Development: Create and update self-service resources like documentation, tutorials, and FAQs to empower users and reduce ticket volume.
• Ticket Management: Track and prioritize support tickets, ensuring timely follow-ups and clear communication.
• Feedback Loop: Share customer insights with Product and Engineering teams to influence roadmap decisions and improve user experience.
• Process Improvement: Leverage internal tools to identify opportunities for automation and process enhancement.

Qualifications

• You are fully Bilingual in both English and French.
• You have prior experience in a customer service, call center, technical support, or customer-facing technical role.
• You possess programming skills (e.g., Python, JavaScript) and familiarity with APIs, REST, and developer tools.
• You’re adept at troubleshooting and enjoy solving puzzles, even in ambiguous situations.
• You excel at communicating complex technical concepts clearly to both technical and non-technical audiences.
• You’re customer-obsessed, proactive, and driven to deliver exceptional experiences.
• You thrive in collaborative, cross-functional environments.

Requirements

• Experience with NLP, machine learning, or AI-powered products (Nice-to-Have).
• Familiarity with containerization (Docker, Kubernetes) (Nice-to-Have).
• Familiarity with cloud platforms (AWS, GCP, Azure, OCI) (Nice-to-Have).
• Knowledge of data analysis tools (e.g., SQL, Pandas, Jupyter Notebooks) (Nice-to-Have).

Benefits

• An open and inclusive culture and work environment.
• Work closely with a team on the cutting edge of AI research.
• Weekly lunch stipend, in-office lunches & snacks.
• Full health and dental benefits, including a separate budget to take care of your mental health.
• 100% Parental Leave top-up for up to 6 months.
• Personal enrichment benefits towards arts and culture, fitness and well-being, quality time, and workspace improvement.
• Remote-flexible, offices in Toronto, New York, San Francisco, London and Paris, as well as a co-working stipend.
• 6 weeks of vacation (30 working days!).