Customer Support Engineer - London

Who you are

You have a strong background in customer support, ideally within a technical environment, and possess excellent communication skills — you enjoy helping customers navigate complex technical challenges and are adept at troubleshooting issues. You thrive in collaborative settings, working closely with engineers and product teams to relay customer feedback and improve product offerings. Your passion for AI and technology drives you to stay updated on industry trends and advancements, enabling you to provide informed support to clients. You are comfortable working in fast-paced environments and can manage multiple inquiries simultaneously while maintaining a high level of service. You understand the importance of customer satisfaction and are committed to ensuring a seamless experience for users of Cohere's products.

What you'll do

In this role, you will respond to technical inquiries from enterprise customers via email, chat, or conference calls, assisting them in integrating and optimizing Cohere’s API and tools. You will debug complex issues by analyzing code snippets, logs, and error messages, providing timely solutions to enhance customer satisfaction. You will collaborate with the engineering team to escalate and resolve technical challenges, ensuring that customer feedback is communicated effectively to influence product development. Your role will involve creating and maintaining documentation to help customers understand and utilize Cohere’s offerings effectively. You will also participate in training sessions to stay informed about new features and updates, enabling you to provide the best support possible. Additionally, you will contribute to the continuous improvement of support processes and tools, helping to streamline operations and enhance the overall customer experience.

What we offer

Cohere provides a supportive work environment that values mental health and well-being, offering benefits such as a budget for personal enrichment towards arts and culture, fitness, and workspace improvement. You will enjoy a generous vacation policy with six weeks off, along with 100% parental leave top-up for up to six months. The company promotes a remote-flexible work culture, with offices in major cities including Toronto, New York, San Francisco, London, and Paris. You will be part of a diverse team of experts who are committed to building innovative AI solutions that serve humanity, making a meaningful impact in the industry.