Customer Support Engineer

Who are we?

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 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 what’s 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, you’ll 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 you’re 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 Cohere’s 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.

• You’re 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.

• You’re 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 doesn’t 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!)