Customer Support Engineer

Who are we

Our mission is to scale intelligence to serve humanity. Were 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 our work is instrumental to the widespread adoption of AI.

We obsess over what we build. Each one of us is responsible for contributing to increasing the capabilities of our models and the value they drive for our customers. We like to work hard and move fast to do whats best for our customers.

Cohere is a team of researchers engineers designers and more who are passionate about their craft. Each person is one of the best in the world at what they do. We believe that a diverse range of perspectives is a requirement for building great products.

Join us on our mission and shape the future!

As a Customer Support Engineer youll be the bridge between our innovative technology and the customers who rely on it. This role is critical in ensuring seamless adoption resolving technical challenges and shaping the future of our products through actionable feedback. If youre passionate about AI thrive in fast-paced environments and love helping others succeed this is the perfect opportunity to make an impact.

We are seeking a dedicated and customer-focused individual to join our team as a Customer Support Engineer. The successful candidate will be responsible for handling inbound and outbound customer calls addressing inquiries and providing excellent customer service. You will act as a first point of contact for customers ensuring their needs are met efficiently and professionally.

Key Responsibilities:

• Customer Interaction: Answer incoming calls respond to customer inquiries and resolve complaints promptly and professionally.

• Technical Support: Assist customers with integrating and optimizing Coheres API and tools via email chat call center calls ticket system and Discord.

• Resource Development: Create and update self-service resources like documentation tutorials and FAQs to empower users and reduce ticket volume.

• Ticket Management: Track and prioritize support tickets ensuring timely follow-ups and clear communication.

• Feedback Loop: Share customer insights with Product and Engineering teams to influence roadmap decisions and improve user experience.

• Process Improvement: Leverage internal tools to identify opportunities for automation and process enhancement.

A Typical Day at Cohere Might Include:

• Answering customer queries via multiple channels to respond to technical inquiries.

• Creating and updating self-service resources to empower users and reduce ticket volume.

• Tracking and prioritizing support tickets ensuring timely follow-ups and clear communication.

• Sharing customer insights with Product and Engineering teams to influence roadmap decisions and improve user experience.

• Leveraging our internal tools to identify opportunities for automation and process improvement

This career opportunity may be a good match for you if:

• You are fully Bilingual in both English and French

• You have prior experience in a customer service call center technical support or customer-facing technical role.

• You possess programming skills (e.g. Python JavaScript) and familiarity with APIs REST and developer tools.

• Youre adept at troubleshooting and enjoy solving puzzles even in ambiguous situations.

• You excel at communicating complex technical concepts clearly to both technical and non-technical audiences.

• Youre customer-obsessed proactive and driven to deliver exceptional experiences.

• You thrive in collaborative cross-functional environments

Nice-to-Have Skills/Experiences:

• Experience with NLP machine learning or AI-powered products.

• You have familiarity with containerization (Docker Kubernetes).

• Familiarity with cloud platforms (AWS GCP Azure OCI).

• Knowledge of data analysis tools (e.g. SQL Pandas Jupyter Notebooks).

If some of the above doesnt line up perfectly with your experience we still encourage you to apply!

We value and celebrate diversity and strive to create an inclusive work environment for all. We welcome applicants from all backgrounds and are committed to providing equal opportunities. Should you require any accommodations during the recruitment process please submit an Accommodations Request Form and we will work together to meet your needs.

Full-Time Employees at Cohere enjoy these Perks:

An open and inclusive culture and work environment

Work closely with a team on the cutting edge of AI research

Weekly lunch stipend in-office lunches & snacks

Full health and dental benefits including a separate budget to take care of your mental health

100% Parental Leave top-up for up to 6 months

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 London and Paris as well as a co-working stipend

6 weeks of vacation (30 working days!)

Required Experience:

IC