Named Technical Support Engineer

Job description

Job responsibilities

• Become the technical continuity for the customer’s computer vision deployment across your region.
• Build deep contextual understanding of their infrastructure, data sources, workflows, and constraints.
• Serve as the regional representative of Roboflow inside the customer’s environment—trusted advisor, technical guide, and escalation point.
• Lead bitesize enablement sessions (e.g., best practices in data, annotation, workflow, deployment).
• Maintain and evolve a shared customer knowledge base: runbooks, FAQs, architecture notes, and patterns.
• Diagnose complex issues spanning edge devices, networking, cloud pipelines, and inference performance.
• Partner closely with Product, Field Engineering, and Account Executives to relay customer insights.
• Identify latch‑lifter opportunities that expand adoption of Roboflow technologies.

Job requirements

• Contextual Problem Solving: Strong questioning and listening to understand customer environments.
• Relationship Building: Able to form trust quickly and operate as a long-term technical partner.
• Translating Complexity: Skilled at making technical topics understandable to non-technical stakeholders.
• Managing Sensitive Issues: Calm under pressure, structured in updates, disciplined in follow‑through.
• Opportunity Identification: Recognizes when workflows or tooling can improve and articulates why.
• Proactive Knowledge Sharing: Creates content, updates runbooks, and contributes to internal/external KBs.
• Enablement Mindset: Enjoys teaching customers and building their maturity in using the platform.
• Process & Tooling Evolution: Surfaces patterns, proposes improvements, and supports RCA processes.