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Technical Support Engineer

Pinecone

Pinecone

IT, Customer Service
San Francisco, CA, USA
Posted on Tuesday, April 30, 2024

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 Role

Pinecone is seeking a Technical Support Engineer to join our team. This role will involve providing world-class customer service and technical support for our vector database platform. The ideal candidate will have excellent communication and customer service skills, empathy, and ethical decision-making. They should also have a strong technical background, including experience working with two or more programming languages, familiarity with ML and AI, and experience working with one or more cloud providers.

Responsibilities:

  • 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

Qualifications:

  • Bachelor’s degree (or equivalent experience) in computer science or a related field

  • 1-3+ 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

  • In office

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

Diversity, Equity, Inclusion and Belonging (DEIB) are the cornerstone of everything we do at Pinecone. Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications in a job description. Our top priority is finding the best candidate for the job and if you are interested in the position, we would encourage you to apply, even if you don’t believe you meet every one of the qualifications listed in this posting. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.