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Support Engineer

Posted 2024-10-13

View full description

💎 Seniority level: Middle, 4 years

📍 Location: Europe

🔍 Industry: Data labeling and machine learning software

🏢 Company: HumanSignal👥 11-50💰 $5.0m Series A on 2022-05-18Artificial Intelligence (AI)Data Collection and LabelingOpen SourceMachine LearningSoftware

🗣️ Languages: English

⏳ Experience: 4 years

🪄 Skills: AWSPythonSQLCloud ComputingJavascriptMachine LearningAmazon Web ServicesCommunication SkillsCollaborationJavaScriptProblem Solving

Requirements:
  • Bachelor's degree in Computer Science, Engineering, or a related field or equivalent experience.
  • Proven experience (4 years) in a technical support role, preferably within the software industry.
  • Proficiency in Python and JavaScript programming language for scripting and automation tasks.
  • Strong understanding of cloud computing platforms, particularly AWS (Amazon Web Services), including services such as EC2, S3, Lambda, and IAM.
  • Familiarity with machine learning concepts and frameworks, with experience working with ML models preferred.
  • Excellent problem-solving skills and ability to analyze complex technical issues.
  • Exceptional communication skills, both written and verbal, with a customer-centric approach.
  • Ability to thrive in a fast-paced environment, managing multiple priorities effectively and meeting tight deadlines.
  • Strong teamwork and collaboration skills, with the ability to work cross-functionally with engineering, product management, and customer success teams.
Responsibilities:
  • Provide technical support to clients via email, chat, and support tickets, addressing inquiries related to the installation, configuration, and usage of Label Studio.
  • Diagnose and troubleshoot software issues reported by clients, utilizing debugging tools and logs to identify root causes and implement timely resolutions.
  • Collaborate with the engineering team to escalate complex issues, track bugs, and coordinate the development of patches or updates to address customer concerns.
  • Create and maintain detailed documentation, including FAQs, troubleshooting guides, and best practices, to assist clients in self-service support and enhance overall user experience.
  • Proactively identify opportunities for process improvements and contribute to the continuous enhancement of our support procedures and workflows.
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