Who We Are
Our mission is to make the world programmable. Sight is one of the key ways we understand the world, and soon this will be true for the software we use, too.At Roboflow, we’re building the tools, community, and resources needed to make the world programmable with artificial intelligence. Roboflow simplifies building and using computer vision models. Today, over 1M developers, including those from half the Fortune 100, use Roboflow’s machine learning open source and hosted tools. That includes counting cells to accelerate cancer research, improving construction site safety, digitizing floor plans, preserving coral reef populations, guiding drone flight, and much more.Our team is small relative to our impact, and we believe our user success is our success (not the inverse).
A team member summarized: “Roboflow is a company full of giant brains and tiny egos.” We find software has a multiplier effect on all roles (not only product and engineering), so Roboflow employs developers across the company in design, sales, customer support, marketing, and beyond.We’re supported by great customers and investors, having raised over $63 million from Google Ventures (check out our Series B announcement here!), Y Combinator, Craft Ventures, Sam Altman, Lachy Groom, amongst other leading software investors.
What We're Looking For
Primarily, you like to make great things with passionate colleagues. You are someone that likes to own outcomes, not only inputs. You’re motivated by having responsibility and accountability. You’re eager to ‘do the work,’ big and small.You’re curious and learning about new technologies, perhaps an early tinkerer with ChatGPT and AI products. You show more than you tell.You’re motivated by the question, “How can I improve this?” and have a track record of doing so, even in ways adjacent to your role.
Much of our current team is made up of former founders and thrive in the level of autonomy at Roboflow. Maybe you had a side hustle in high school or college.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’re looking for strong technical generalists to contribute to our core product and help us build the foundation for our rapidly expanding company.
What You'll Do
Roboflow is looking to hire a Support Engineer as we quickly scale our self-serve customer base. This role will work closely with our self-serve customers to ensure they are successful in their computer vision work.Our core belief is that computer vision is a foundational technology that is going to transform nearly every industry. On the front line of this shift, you will become adept in applied machine learning and guide our users as they build and deploy computer vision models.Your overarching responsibility in this role will be ensuring that our self-serve customers are successful with Roboflow, measured by the revenue growth and retention of our Self Serve segment.Tactically, that means:
You will resolve customer support requests. We receive inbound support enquiries through chat, onboarding calls, and our forum. You will work directly with customers to resolve their problems.You will build systems that improve support efficiency. Better automations, content, and documentation will reduce incoming support requests. As you talk with customers, you will identify and execute on opportunities to establish 1:many support initiatives like improving docs, resources, templates, and support tools.You will drive product prioritization. Talking with our customers will be like drinking from the firehose. You are going to learn a lot, fast. As you learn from these conversations, you will synthesize this feedback and push for our team to build the “right” things.You will build the product. As you ramp, you will have opportunities to push code that addresses the common customer requests that you hear.You will grow our customer base. This may include creating content (blogs and videos) that attract and inspire customers.You will help customers with tasks ranging from the tactical (fixing to billing information) to the strategic (advising on model deployment). Naturally, you will spend more time on system building as you become faster at handling requests and develop ideas on how to improve our processes.
Within a month, you will…
- Spend a week onboarding in-person with your manager and other members of the Self Serve team.
- Meet and assist customers over a range of mediums (chat, email, zoom, forum).
- Become a Roboflow power-user (active 5/5 days week, teaching others – including our own team – how to be successful with the product).
- Write blogs and documentation to address recurring support themes.
- Ship system improvements that allow us to better track customer requests.
- Spin up a developer environment, learn our codebase, and ship your first user-facing code to prod.
Within three months, you will…
- Ship a new feature in the Roboflow app in direct response to a customer ask.
- Become a significant voice in product planning.
- Launch multiple one-to-many automations that reduce our overall support load.
Who You Are
The ideal candidate for this role is self-driven, a natural collaborator, with strong technical skills (in that order).
Self-Driven
- You don’t wait for what to be assigned; you identify what is high leverage and complete it.
- Every day customers reach out for our help. You do not need to be told to go help these customers.
- You will automatically improve our documentation and suggest product changes to resolve common support requests.
- You drive projects through to completion and do not leave work unfinished.
Natural Collaborator
- You are comfortable advocating internally for customers that need help from other teams.
- When working with customers, you are always pleasant and cheerful.
- You don’t have any reservations about asking for help when you need it.
Strong Technical Skills
- Roboflow is a technical platform, and our users often have technical questions. You have experience in Python - Docker and applied ML projects are a plus!
- We expect you to be naturally curious and willing to tackle difficult problems that you do not know the answer to.
- Not scared to dive in & learn whatever is necessary to help our customers & improve our product.
Compensation:USD 105000-150000
