Named Technical Support Engineer

Job description

WHO WE ARE Our mission is to make the world programmable. Sight is one of the key ways we understand the world, and soon this will be true for the software we use, too. We’re building the tools, community, and resources needed to make the world programmable with artificial intelligence. Roboflow simplifies building and using computer vision models. Today, over 1M+ developers, including those from half the Fortune 100, use Roboflow’s machine learning open source and hosted tools. That includes counting cells to accelerate cancer research, improving construction site safety, digitizing floor plans, preserving coral reef populations, guiding drone flight, and much more. Roboflow is supported by great customers and investors, having raised over 63 million from Y Combinator, Google Ventures, Craft Ventures, Sam Altman, Lachy Groom, amongst other leading software investors. Roboflowers are passionate builders who value ownership, accountability, and a bias toward action. We're curious, hands-on with new tech, and prefer showing our work over talking about it. Many of us have a founder mindset and thrive in our high-autonomy environment. WHO YOU ARE You are a technically strong Support Engineer who thrives on becoming deeply embedded in a single strategic enterprise customer account. Rather than servicing a broad queue, you prefer owning intimate context: their workflows, edge infrastructure, data pipelines, and operational rhythms. You naturally build long-term trusted relationships, understand customer environments at a granular level, and act as the local regional representative of Roboflow’s platform. You enjoy teaching just as much as troubleshooting. You run bitesize enablement sessions, create tailored guides and internal customer knowledge bases, and help your customer mature their computer vision operations. When issues arise, you are calm, structured, and communicative. When things are quiet, you’re proactively improving processes, surfacing insights, and strengthening the operational fabric between Roboflow and the customer. WHAT YOU’LL DO As the Named Support Engineer dedicated to a single enterprise customer, you will: - 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. - Ensure high-quality communication and expectation setting with customer stakeholders. - Participate in Support’s on-call rotation as needed. TECHNICAL PROFICIENCY - 7+ years of experience with Linux and networking fundamentals (VPN, SSH, firewalls). - Strong scripting skills in Bash and Python. - Ability to diagnose issues across the full CV/ML pipeline: data → training → workflow → edge inference. - Hands-on experience with Nvidia Jetson, Raspberry Pi, webcams, industrial cameras, or other edge devices. - Comfortable interpreting logs, profiling inference bottlenecks, and navigating cloud infrastructure. INDIVIDUAL ORIENTED SKILLS - 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. TEAM ORIENTED SKILLS - 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. BONUS SKILLS - Experience with the Roboflow platform. - Prior named-account support or Technical Account Manager / DSE experience. - Pre-sales, solutions architecture, or consulting background. - Ability to articulate technical value as business outcomes. WHO YOU'LL BE WORKING WITH You will work closely with our Field Engineering, Product and Account Executives. Within the customer, you’ll collaborate with engineering, ML practitioners, operators, and program leads—acting as the connective tissue that ensures clarity, continuity, and forward progress. WHERE YOU'LL WORK Roboflow is a distributed team across the US, with hubs in New York City and San Francisco. You are free to work from a hub, your home office, or anywhere you work best, however the role requires being based in the US. As a regional representative, occasional customer onsite visits may occur depending on need and location. WHEN YOU'LL WORK You will generally align with the customer's regional operating hours. WHAT YOU'LL RECEIVE: 💰 The target compensation for this role is $150K - $200k OTE- this uncapped. 📈 In addition to our cash compensation, we offer generous perks and benefits. Below are some of the highlights: - $4000/yr Travel Stipend to travel anywhere anytime to work alongside other Roboflowers - $350/mo Productivity stipend to spend on things that make your work environment more productive, like high-speed internet at home or a co-working space - $350/mo AI Tools stipend - $150/mo team lunch stipend - $500/one time home office stipend - Cover up to 100% of your health insurance costs for you and your partner or family - Equity in the company so we are all invested in the future of computer vision 📅 WITHIN ONE WEEK, YOU WILL… - Learn the customer’s environment and deployment landscape. - Shadow Support team members. - Meet customer technical stakeholders. 📅 WITHIN ONE MONTH, YOU WILL… - Lead your first enablement micro‑session. - Establish the customer-specific knowledge base. - Own standing technical check‑ins. 📅 WITHIN SIX MONTHS, YOU WILL… - Operate as the primary technical representative for your region. - Contribute insights to Roboflow tooling, product, and support improvements. - Mature the customer’s CV operations and deployment reliability. NOT SURE IF THIS IS YOU? We want a diverse, global team with a broad range of experience and perspectives. If this job sounds great, but you’re not sure if you qualify, look into our Former Founders role. We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time. LEARN MORE ABOUT US We are building a diverse Distributed team that is distributed across the globe. Roboflow is an equal opportunity workplace; we welcome people from all backgrounds, communities, and experiences. We provide competitive compensation and stellar benefits to accelerate your personal and work life. Learn more about what it is like to work at Roboflow by reading these blog posts. See our careers page for all open listings.