Support Engineer

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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 are building the tools, community, and resources needed to make the world programmable with artificial intelligence. Roboflow simplifies building and using computer vision models. Over 1M developers, including many from Fortune 100 companies, use Roboflow’s machine learning open source and hosted tools across a range of applications such as cancer research, construction site safety, digitizing floor plans, preserving coral reefs, guiding drone flight, and 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, and other leading software investors.

Roboflowers are passionate builders who value ownership, accountability, and a bias toward action. We are 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 a high‑autonomy environment.

You may be a Support lifer familiar with all that entails, a Developer who prefers an interrupt‑driven approach, or someone in the technical part of a field organization looking for more anchoring. You enjoy variety, processes, and have an appetite for knowledge release. You are accountable to the team for reliable execution of Support deliverables, continuously improving the Support environment, and asking no difficult question too difficult.

You are empathetic to customer needs, skilled in remote communication, and considerate of team dynamics. If you have used our tools before, consider writing about something you built with Roboflow or contributing to our open source projects.

Our enterprise customers’re investing in solutions to complex computer vision problems, and our support must be more than reactive. You will act as a consultative technical advisor and proactive problem‑solver, understanding how our product capabilities align with each customer’s journey.

You’ll accelerate customer time‑to‑value, ensure optimal platform usage, and serve as a vital feedback loop between customers and Product. By deeply understanding customer context and use cases, you’ll resolve issues, inform strategic decisions, and identify latch‑lifter opportunities that foster adoption and revenue growth.

• Participate in Support’s on‑call rotation.
• Ensure technical customer issues are serviced to contractual SLA and managed to resolution.
• Create technical content capturing best practices (documentation, videos, knowledge base, etc.).
• Grow customer relationships through trusted advice and support delivery.
• Collaborate with Sales, Solutions Architects, & Implementation Engineers to ensure continuity across the customer journey.
• Coordinate with field and product teams to inform roadmaps for our customers.
• Stay current with latest product features and releases.
• Be an active participant in evolving the Support environment, cultivating continuous improvement.

• 5+ years experience with Linux & networking fundamentals (VPN, SSH, firewalls).
• Proficiency in scripting using Bash and Python.
• Cross‑stack troubleshooting skills, diagnosing issues across data input, cloud config, network connectivity, and model inference performance.
• Computer vision & ML pipeline knowledge for edge devices such as Nvidia Jetson, translating needs into product configurations.

• Contextual problem solving; active listening to understand customer business context.
• Workload management; prioritizing based on customer impact.
• Relationship building; establishing trust quickly.
• Translating complexity; conveying information to stakeholders.
• Managing sensitive issues professionally.
• Opportunity identification; spotting upsell or usage expansion.

• Proactive knowledge sharing; documentation, runbooks, high‑quality articles.
• Process & tooling evolution; root‑cause analysis, preventive measures, internal process improvement.