Support Engineer

About the Role

Join HumanSignal as a Support Engineer to provide exceptional technical assistance for our industry-leading data labeling software, ensuring seamless platform operation and client satisfaction.

Responsibilities

• 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.

Requirements

• 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-Haves

• 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.