Technical Support Engineer
at Pinecone, Manchester
About Pinecone:
Pinecone is on a mission to build the search and database technology to power AI applications for the next decade and beyond. Our fully managed vector database makes it easy to add vector search to AI applications. Since creating the “vector database” category, demand has grown incredibly fast and it shows in our user base. We are a distributed team with clusters in New York, San Francisco, Tel-Aviv, and Manchester.
About the Team and Role:
Pinecone is seeking a Technical Success Engineer to join our team. This role will involve providing world-class customer service and technical support for our vector database and all Pinecone products. The ideal candidate will have excellent communication and customer service skills, empathy, and ethical decision-making. They should have a strong technical background, including experience working with two or more programming languages, familiarity with fundamental search and AI concepts, and experience working with two or more cloud providers.
In this role, you will:
Provide technical support to customers, including troubleshooting complex technical issues
Manage and resolve customer inquiries in a timely and effective manner
Identify areas of improvement for customer experience
Ideate and implement strategies for improving and scaling support processes
Build tools and automation to optimize our workflows
Enhance our product literature by creating knowledge base articles and improving our online documentation
Requirements:
Bachelor’s degree (or equivalent experience) in computer science or a related field
2+ years of experience in a technical support or customer-facing technical role
Proficiency in two or more popular programming languages (Python, JavaScript, Java, Go, C)
Working knowledge of ML and AI
Experience with cloud providers (AWS, Azure, GCP)
Excellent written and verbal communication skills
Strong customer service and problem-solving skills
Ability to work independently in a fast-paced, team environment
Preference for experience working with LangChain, LlamaIndex, OpenAI, Cohere, and other Pinecone integrations
Perks & Benefits:
Comprehensive health coverage including Medical, Dental, Vision
Free mental health therapy sessions; free One Medical, Tela-doc, and Health Advocate subscriptions
Cost-savings on gynecology, fertility, and family-building care
Equity award
401(k)
Flexible time off
Paid parental leave
Annual Department Retreat
WFH Equipment Stipend