About the Role
- 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.
Responsibilities
- Responding to technical inquiries from enterprise customers via email, chat, or conference calls, helping them integrate and optimize Cohere’s API and tools.
- Debugging complex issues by analyzing code snippets, logs, and error messages, then collaborating with the Engineering team to drive resolutions.
- Creating and updating self-service resources (e.g., documentation, tutorials, and FAQs) 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.
Requirements
- You have 3+ years of experience in technical support, software engineering, or a customer-facing technical role.
- You have familiarity with containerization (Docker, Kubernetes).
- 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
- Strong fluency in both Korean and English
Qualifications
- Experience with NLP, machine learning, or AI-powered products.
- Familiarity with cloud platforms (AWS, GCP, Azure, OCI).
- Knowledge of data analysis tools (e.g., SQL, Pandas, Jupyter Notebooks).
Benefits
- 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!)