Named Technical Support Engineer

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 pres