Technical Support Engineer

The Company

SuperAnnotate is a fast-growing, Series B startup revolutionizing the field of AI-data Infrastructure. We specialize in providing cutting-edge data pipeline solutions for Machine Learning, LLM, and GenAI solutions to large enterprise clients, helping them leverage the power of AI to transform their businesses. SuperAnnotate has a fully customizable platform for building annotation tools and workflows that AI projects demand—while unifying the management of all teams, vendors, and data in one place. We’re very proud to have products that are loved by our customers, resulting in us being listed as the highest-ranked platform on G2.

The Role

We are looking for a Technical Support Engineer with a strong technical background and exceptional communication skills to join our team. This role is ideal for someone who thrives in a fast-paced environment and enjoys solving complex problems while delivering a high-quality customer experience. This is a remote position, requiring availability from 8:00 AM to 5:00 PM Pacific Time (PT).

Your Day-to-Day Responsibilities

- Provide professional technical support to customers via screen sharing, chat, and email.

- Diagnose, troubleshoot, and resolve software-related issues with precision and a customer-centric approach.

- Gather customer requirements and translate them into clear, actionable plans.

- Create detailed written instructions, technical documentation, and user manuals to support issue resolution and knowledge sharing.

- Escalate unresolved technical issues to internal engineering or product teams following established escalation protocols.

- Collaborate cross-functionally with teams such as Product, Engineering, and Customer Success to ensure customer issues are resolved efficiently and feedback is incorporated into future product improvements.

What You Need to Get Started

- 3+ years of experience in technical support or a related field.

- Fluency in written and spoken English, with the ability to communicate complex concepts clearly.

- Strong knowledge of Python and comfort working with other technical tools or platforms.

- Proven experience supporting enterprise or large-scale customers with professionalism and urgency.

- Excellent problem-solving, documentation, and interpersonal skills.

- A self-starter mentality with the ability to work independently and prioritize effectively.

Preferred Qualifications

- Prior experience in the AI/ML industry or related technology fields.

- Familiarity with SaaS environments and ticketing systems.

- Comfort navigating complex customer environments and expectations.

Work Environment

- Remote position, requiring availability from 8:00 AM to 5:00 PM Pacific Time (PT).

- Must be able to work independently while staying highly responsive and collaborative across time zones.

What you'll have with us

- A competitive compensation package including stock options

- Medical insurance for you and your family members

- Lifecare insurance for you

- English Classes

- Flexible paid time off and work-from-home policy

- Referral program

Only shortlisted candidates will be contacted for an interview!

EqualOpportunity

We are an equal-opportunity employer and value diversity at our company. At SuperAnnotate diversity means to us making an effort to reflect the many experiences and identities of the outside world, and treating each other with fairness and without bias. Every day we foster an environment where people of all backgrounds not only belong, but excel to succeed as a company and grow together. We offer equal opportunity regardless of sex, sexual orientation, national origin, color, race, age, marital status, disability, gender identity, veterans and more.