Support Engineer
New
H
HumanSignalAI data labeling
Remote – Europe or East Coast North AmericaFull-TimeSenior
Salary75,000 - 90,000 USD per year
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Job Details
- Experience
- 3–5 years in technical support or support engineering for a SaaS or developer-focused product.
- Required Skills
- AWSPythonJavascriptMachine LearningDebuggingAWS LambdaTechnical support
Requirements
- Have 3–5 years of technical support or support engineering experience for a SaaS or developer-focused product.
- Demonstrate debugging skills across cloud environments, APIs, browser issues, and containerized systems.
- Use Python or JavaScript for scripting and automation tasks.
- Understand cloud computing platforms, particularly AWS, including EC2, S3, Lambda, and IAM.
- Bring familiarity with machine learning concepts and frameworks; experience working with ML models is preferred.
- Demonstrate problem-solving skills and the ability to analyze complex technical issues.
- Communicate effectively in written and verbal customer support.
- Manage multiple priorities and deadlines in a fast-paced environment.
- Collaborate cross-functionally with engineering, product management, and customer success teams.
- Experience with Kubernetes, container orchestration, or infrastructure debugging is preferred.
- Knowledge of ML/AI workflows or data labeling pipelines is preferred.
- Familiarity with Agile development methodologies and REST APIs is preferred.
Responsibilities
- Provide technical support to clients via email and support tickets about Label Studio installation, configuration, and usage.
- Diagnose and troubleshoot client-reported software issues using debugging tools and logs.
- Identify root causes and implement timely resolutions.
- Collaborate with Product, Engineering, and Customer Success to resolve issues.
- Create internal and external documentation to improve support quality and self-service.
- Identify process improvements and enhance support procedures and workflows.
- Provide structured, high-quality customer updates throughout investigations.
- Contribute to support processes, proactive support, internal tooling, and automation.
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