Support Engineer
Job description
A Support Engineer role providing technical support for the Label Studio data labeling platform, diagnosing and resolving client issues and improving support processes. The role works closely with Product, Engineering, and Customer Success.
At a glance
- Work mode
- Remote · South America, Europe
- Pay
- USD 75,000 – 90,000 / year
What you'll do
- Provide technical support to clients via email and support tickets, addressing inquiries related to the installation, configuration, and usage of Label Studio.
- Diagnose and troubleshoot software issues reported by clients, utilizing debugging tools and logs to identify root causes and implement timely resolutions.
- Collaborate closely with Product, Engineering, and Customer Success to drive issue resolution.
- Create internal and external documentation to improve support quality and self-service.
- Proactively identify opportunities for process improvements and contribute to the continuous enhancement of our support procedures and workflows.
- Provide structured, high-quality customer updates throughout investigations.
What we're looking for
- 3–5 years in technical support or support engineering for a SaaS or developer-focused product.
- Strong debugging skills across cloud environments, APIs, browser issues, and containerized systems.
- Proficiency in Python or Javascript programming language for scripting and automation tasks.
- Strong understanding of cloud computing platforms, particularly AWS (Amazon Web Services), including services such as EC2, S3, Lambda, and IAM.
- Familiarity with machine learning concepts and frameworks, with experience working with ML models preferred.
- Excellent problem-solving skills and ability to analyze complex technical issues.
- Exceptional communication skills, both written and verbal, with a customer-centric approach.
- Ability to thrive in a fast-paced environment, managing multiple priorities effectively and meeting tight deadlines.
- Strong teamwork and collaboration skills, with the ability to work cross-functionally with engineering, product management, and customer success teams.
Nice to have
- Experience with Kubernetes, container orchestration, or infrastructure debugging.
- Knowledge of ML/AI workflows or data labeling pipelines.
- Familiarity with Agile development methodologies.
- Familiarity with REST APIs and integrating with external services.
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About HumanSignal
A human data partner for companies building AI models and products.
HumanSignal is a human data partner for companies building AI models and products. Customers ship better AI, faster, because we partner with their researchers from real-world data creation to annotation to delivery. We design and create datasets from scratch, recruit and manage the domain experts who evaluate model output, and run everything through our own platform, Label Studio, the open-source standard for data labeling and evaluation, used by over 1 million practitioners worldwide.
Key facts
- Label Studio is the open-source standard for data labeling and evaluation, used by over 1 million practitioners worldwide.
- We specialize in the operationally complex: real-world data collection, multimodal pipelines, and multi-step workflows.