Support Engineer

The power of prediction starts with HumanSignal. We build software that helps people do what only they can do – give meaning

Data fills our modern world. It flows prolifically inside organizations, customer interactions, through product usage, environmental research, healthcare imaging, and beyond. What if we could use any of that historical data to predict the future? The fact is, in most cases we can make predictions through Machine Learning and AI, but to do so in a meaningful and impactful way, historical data needs to be accurate, comprehensive, and absent of bias.

In order to make the best predictions, we believe internal teams with domain expertise should be responsible for annotating and curating data. It's called data labeling, and it's a process of real people giving meaning to the information they see on the screen. HumanSignal was founded to take data labeling to the next level.

We believe that data labeling is a team sport. Data scientists, subject matter experts, engineers, operations, and annotators must work collaboratively to ensure quality results and an efficient process. That's why we created Label Studio, which has quickly become the most popular open source data labeling platform with a 250K+ users around the world and millions of labeled samples, alongside a community of thousands of data scientists sharing knowledge and working to advance data-centric AI.

In late spring 2022, HumanSignal raised $25 million in Series A funding, bringing our total funds raised to $30 million from notable investment partners Redpoint Ventures, Unusual Ventures, Bow Capital, Swift Ventures, as well as angel investors.

HumanSignal is a fully distributed organization with people all over the world. We have team members in North America, Europe, and South America across 6 countries.

Schedule: Wednesday - Sunday or Saturday - Wednesday

Job Description: We are seeking a talented Support Engineer to join our team and provide exceptional technical support for our industry-leading data labeling software. As a Support Engineer, you will play a crucial role in ensuring the seamless operation of our platform and assisting our clients in resolving any technical issues they encounter. You will work closely with our product and engineering teams to deliver prompt and effective solutions, contributing to the overall success of our product.

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.

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.

Preferred Qualifications:

• Experience with containerization technologies such as Docker and Kubernetes.
• Knowledge of database systems, SQL, and data management principles.
• Familiarity with Agile development methodologies.
• Familiarity with REST APIs and integrating with external services.
• Working knowledge of JavaScript for front-end or back-end development tasks.