Technical Support Engineer

About Pinecone:

Pinecone is the leading vector database for building accurate and performant AI applications at scale in production. Pinecone's mission is to make AI knowledgeable. More than 5000 customers across various industries have shipped AI applications faster and more confidently with Pinecone's developer-friendly technology. Pinecone is based in New York and raised $138M in funding from Andreessen Horowitz, ICONIQ, Menlo Ventures, and Wing Venture Capital.

About the role/team:

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 proficiency in one or more programming languages, familiarity with fundamental search and AI concepts, and a background in working with 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 articles and improving our documentation

Requirements:

• Bachelors degree (or equivalent experience) in computer science or a related field
• Excellent written and verbal communication skills
• Proficiency in one or more popular programming languages (Python, JavaScript, Java, Go, C, Rust, C#)
• Experience with cloud providers (AWS, Azure, GCP)
• Familiarity with concepts such as embeddings, similarity search, and RAG
• 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, or other Pinecone integrations

Benefits:

• Competitive salary and benefits package, including health, dental, and vision insurance
• Opportunity to work with a world-class team of experts in ML/AI and cloud computing
• Chance to work on cutting-edge technology and help shape the future of AI and ML
• Flexible work schedule, including options to work remotely