Who you are

• You are fully Bilingual in both English and French
• You have prior experience in a customer service, call center, technical support, or customer-facing technical role
• You possess programming skills (e.g., Python, JavaScript) and familiarity with APIs, REST, and developer tools
• You’re adept at troubleshooting and enjoy solving puzzles, even in ambiguous situations
• You excel at communicating complex technical concepts clearly to both technical and non-technical audiences
• You’re customer-obsessed, proactive, and driven to deliver exceptional experiences
• You thrive in collaborative, cross-functional environments
• Experience with NLP, machine learning, or AI-powered products
• You have familiarity with containerization (Docker, Kubernetes)
• Familiarity with cloud platforms (AWS, GCP, Azure, OCI)
• Knowledge of data analysis tools (e.g., SQL, Pandas, Jupyter Notebooks)
• If some of the above doesn’t line up perfectly with your experience, we still encourage you to apply!

What the job involves

• As a Customer Support Engineer, you’ll be the bridge between our innovative technology and the customers who rely on it
• This role is critical in ensuring seamless adoption, resolving technical challenges, and shaping the future of our products through actionable feedback. If you’re passionate about AI, thrive in fast-paced environments, and love helping others succeed, this is the perfect opportunity to make an impact
• We are seeking a dedicated and customer-focused individual to join our team as a Customer Support Engineer
• The successful candidate will be responsible for handling inbound and outbound customer calls, addressing inquiries, and providing excellent customer service
• You will act as a first point of contact for customers, ensuring their needs are met efficiently and professionally
• Customer Interaction: Answer incoming calls, respond to customer inquiries, and resolve complaints promptly and professionally
• Technical Support: Assist customers with integrating and optimizing Cohere’s API and tools via email, chat, call center calls, ticket system, and Discord
• Resource Development: Create and update self-service resources like documentation, tutorials, and FAQs to empower users and reduce ticket volume
• Ticket Management: Track and prioritize support tickets, ensuring timely follow-ups and clear communication
• Feedback Loop: Share customer insights with Product and Engineering teams to influence roadmap decisions and improve user experience
• Process Improvement: Leverage internal tools to identify opportunities for automation and process enhancement
• A Typical Day at Cohere Might Include:
• Answering customer queries via multiple channels to respond to technical inquiries
• Creating and updating self-service resources to empower users and reduce ticket volume
• Tracking and prioritizing support tickets, ensuring timely follow-ups and clear communication
• Sharing customer insights with Product and Engineering teams to influence roadmap decisions and improve user experience
• Leveraging our internal tools to identify opportunities for automation and process improvement

Benefits

• Six weeks’ paid vacation
• Equity / stock options
• RRSP, 401(k), and Pension Scheme contributions
• Coverage for 100% of your insurance premiums across health, dental, vision, and travel
• Additional coverage for accessing mental health providers/services
• Six months of fully paid parental leave, including adoption and surrogacy
• Financial support for egg freezing and IVF in Canada and the UK
• A monthly fitness and wellness allowance
• Globally dispersed company that supports a remote work culture
• A $2,000 annual education benefit for professional development
• A weekly stipend for meals when working remotely and catered lunch when working from one of our global offices
• A monthly arts and culture allowance
• A monthly quality time allowance