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    Staff Technical Support Engineer - Toronto, ON, Canada - cohere

    cohere
    cohere Toronto, ON, Canada

    1 week ago

    Default job background
    Description
    Our mission is to scale intelligence to serve humanity.

    We're training and deploying frontier models for developers and enterprises who are building AI systems to power magical experiences like content generation, semantic search, RAG, and agents.

    We believe that a diverse range of perspectives is a requirement for building great products.
    As a Technical Support Engineer you will be part of our fast growing Customer Support team.

    This role has a strong technical customer focus, the insights you will gather will be essential to our organization as they will improve processes and enhance our products.

    In this role, you'll be engaging with customers through support tickets, you'll troubleshoot technical issues and establish clarity where there is ambiguity.

    You'll be a great match if you are keeping up with the AI industry, a true team player, and are excited about diving deep into technical issues and problem solving.

    As a Technical Support Engineer, you will:

    • Provide toptier support to our users and our customers by responding to tickets, through a variety of channels (i.e Email, Chat, Slack, Discord).
    - technical issues.

    • Provide insights and timely support to our customers and users who are integrating our products into their products by deploying via our API, through a partner cloud, or onprem.
    • Help maintain our internal support documentation resources.
    - b) Collaborate and problem solve with the other teams when more complex technical cases arise.
    5+ years of experience working in a customer facing support team or a technical support team (bonus if it was at a growing SAAS or PAAS organization with Enterprise level/F100 customers)

    • A background in Data and/or a good technical understanding of AI (this could mean a continuing education certificate, courses, previous work experience etc).
    • Experience supporting Infra with cloudbased products and APIbased products.
    • Experiences with Python, Intercom, and Linear are preferred.
    • Enthusiasm for Artificial Intelligence and Machine Learning technologies & an understanding of large language models.
    • We value and celebrate diversity and strive to create an inclusive work environment for all. Weekly lunch stipend, inoffice lunches & snacks
    Full health and dental benefits, including a separate budget to take care of your mental health
    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 and London and co-working stipend
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