Why This Job is Featured on The SaaS Jobs
This Customer Support Engineer role sits at a common pressure point in modern SaaS: helping enterprise customers successfully adopt developer-facing AI capabilities via APIs and tooling. In the current wave of AI-enabled platforms, support is increasingly technical and product-adjacent, with real influence on how reliably customers can deploy features like semantic search, RAG, and agents in production environments.
For a SaaS career, the value is in building a repeatable toolkit for diagnosing integration issues, translating real-world usage into actionable feedback, and improving self-serve enablement through documentation and tutorials. The work naturally touches core SaaS mechanics—ticket triage, incident-style debugging, and cross-functional loops with Engineering and Product—skills that transfer across API-first products and other technical customer-facing functions.
This position is best suited to professionals who enjoy hands-on troubleshooting and clear communication across technical and non-technical stakeholders, particularly in bilingual contexts (Korean and English). It will fit someone who prefers structured problem-solving, can navigate ambiguity in customer environments, and wants a role that bridges software engineering fundamentals with customer outcomes in a remote setting.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Who are we?
Our mission is to scale intelligence to serve humanity. We’re training and deploying frontier models for developers and enterprises who are building AI systems to power magical experiences like content generation, semantic search, RAG, and agents. We believe that our work is instrumental to the widespread adoption of AI.
We obsess over what we build. Each one of us is responsible for contributing to increasing the capabilities of our models and the value they drive for our customers. We like to work hard and move fast to do what’s best for our customers.
Cohere is a team of researchers, engineers, designers, and more, who are passionate about their craft. Each person is one of the best in the world at what they do. We believe that a diverse range of perspectives is a requirement for building great products.
Join us on our mission and shape the future!
Why This Role?
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.
A Typical Day at Cohere Might Include:
Responding to technical inquiries from enterprise customers via email, chat, or conference calls, helping them integrate and optimize Cohere’s API and tools.
Debugging complex issues by analyzing code snippets, logs, and error messages, then collaborating with the Engineering team to drive resolutions.
Creating and updating self-service resources (e.g., documentation, tutorials, and FAQs) 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.
You May Be a Good Fit If:
You have 3+ years of experience in technical support, software engineering, or a customer-facing technical role.
You have familiarity with containerization (Docker, Kubernetes).
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
Strong fluency in both Korean and English
Nice-to-Have Skills/Experiences:
Experience with NLP, machine learning, or AI-powered products.
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!
We value and celebrate diversity and strive to create an inclusive work environment for all. We welcome applicants from all backgrounds and are committed to providing equal opportunities. Should you require any accommodations during the recruitment process, please submit an Accommodations Request Form, and we will work together to meet your needs.
Full-Time Employees at Cohere enjoy these Perks:
🤝 An open and inclusive culture and work environment
🧑💻 Work closely with a team on the cutting edge of AI research
🍽 Weekly lunch stipend, in-office lunches & snacks
🦷 Full health and dental benefits, including a separate budget to take care of your mental health
🐣 100% Parental Leave top-up for up to 6 months
🎨 Personal enrichment benefits towards arts and culture, fitness and well-being, quality time, and workspace improvement
🏙 Remote-flexible, offices in Toronto, New York, San Francisco, London and Paris, as well as a co-working stipend
✈️ 6 weeks of vacation (30 working days!)
