Lead Escalation Engineer

The power of prediction starts with Heartex. We build software that helps people do what only they can do – give meaning

Data fills our modern world. It flows prolifically inside organizations, customer interactions, through product usage, environmental research, healthcare imaging, and beyond. What if we could use any of that historical data to predict the future? The fact is, in most cases we can make predictions through Machine Learning and AI, but to do so in a meaningful and impactful way, historical data needs to be accurate, comprehensive, and absent of bias. 

In order to make the best predictions, we believe internal teams with domain expertise should be responsible for annotating and curating data. It's called data labeling, and it’s a process of real people giving meaning to the information they see on the screen. Heartex was founded to take data labeling to the next level. 

We believe that data labeling is a team sport. Data scientists, subject matter experts, engineers, operations, and annotators must work collaboratively to ensure quality results and an efficient process. That’s why we created Label Studio, which has quickly become the most popular open source data labeling platform with 1,000,000 users around the world, alongside a community of thousands of data scientists sharing knowledge and working to advance data-centric AI.  

We are excited to announce that Heartex has recently raised $25 million in Series A funding, bringing our total funds raised to $30 million from notable investment partners Redpoint Ventures, Unusual Ventures, Bow Capital, Swift Ventures, as well as angel investors.

Heartex is a fully distributed organization with people all over the world. We have team members in North America, Europe, and South America across 6 countries.

About the Opportunity:

As a Lead Escalation Engineer you will play both a hands on support role as well as drive projects that will build out our support engineering function. This role will be working hand in hand with stakeholders across engineering, product, sales, and other teams.

In addition to assisting the growth of the support function this role will work directly with our enterprise customers on a very diverse set of problems, from deployment through configuration of data labeling projects.

This is a great opportunity for a hands on full stack developer who has a passion for working with customers, leading projects/initiatives, at the same time likes being involved with technical infrastructure. This role in integral to our customer’s success. If you have great communication skills, and a passion for troubleshooting, and providing proven technical solutions then we would really like to connect with you.

The goal of this role is to own root cause analysis for critical customer problems and provide quality solutions to our enterprise customers throughout their use of Label Studio Enterprise product. A big focus in this role will be to troubleshoot our Enterprise product offering. Issues could include easy updates to very complex technical issues involving bug fixes and escalation to product engineering.

The ideal candidate for this role has empathy for the user and enjoys helping customers. You know when to escalate a problem and who to go to. You are comfortable working with highly technical users and enjoy the challenge of solving a wide range of technical issues. If this role has piqued your interest we would like to connect with you.

Job Summary

• Resolve complex customer problems related technical questions regarding Label Studio Enterprise (LSE)
• Work closely with partners across the organization to solve technical issues including product engineering, product management, customer success, sales engineering, and other internal teams.
• Use logs to diagnose and recreate technical issues
• Create and update documentation based on customer interactions

What You'll Bring:

• Previous experience leading people and projects an a technical capacity
• Empathy for users and a strong desire to solve issues and problems
• Current or previous experience working in a customer facing role
• You have solid understanding of and can diagnose as well as troubleshoot in-browser client / API / network related errors
• You have some experience working across the stack from backend to frontend, preferred experience with Python and Javascript
• Familiarity with git source code repositories and branches
• Ability to launch and troubleshoot docker packages
• Some DevOps experience, you need to be very comfortable with the terminal, being able to start, configure and deploy software
• Ability to write clear and concise documentation of bug reports/feature requests
• Proactively find ways to improve internal development processes and collaboration
• You have sound judgement and can work autonomously in a self-directed environment
• Excellent written and verbal communication skills

In 1 month

• Take a deep dive into LSE to understand how the application works in detail
• Learn how to install and configure LSE, both on-premise and SaaS
• Asses the current support function and how it could better serve enterprise customers as well as the Label Studio community
• Attend customer meetings to understand their pain points and help with finding solutions
• Answer basic usage questions for OSS and Enterprise customers
• Learn who to escalate issues to if you cannot resolve them yourself

In 3 months

• Join customer onboarding meetings to understand customer deployment needs
• Help on-prem customers plan their deployments given their environmental constraints
• Be able to debug and fix small to medium product issues (beyond implementation / configuration)
• Help SaaS customers with configuration of their instances
• Begin to roll out incremental improvements to support function
• Have an understanding of what support metrics should be tracked
• Update/Create documentation to make deployment/configuration easier for customers
• Learn about the internal ML algorithms in order to advise customers
• Work with customers to identify and debug product issues. This will, at times, require the support engineer to dive into the LSE source code.

In 6 months

• Build tools that will help in debugging and resolving customer issues
• Build/Integrate with tools that help manage communication with customers
• Have a firm grasp on the long term vision and goals for the support function. Make recommendations for how support can contribute to the company’s business goals and objectives
• Work with Engineering to improve the installation and configuration of LSE
• Work with Customer Success in the creation of a Knowledge Base that answers questions around product usage / issue resolution
• Work with Product to get customer issues prioritized

In 1 year

• Build internal dashboards that give us customer health status. Soon we will have too many customers to be able to follow their status in our heads. We need to be alerted when something is about to go wrong so we can be proactive instead of reactive
• Work with Sales to build tools/dashboards that predict customer churn probability so we can reach out proactively
• Continue to be a customer advocate, pushing for quick resolution to critical issues and feature requests

It is an exciting time at Heartex, we are a growing startup and at this stage we are constantly evolving. While we have put a lot of thought into your first and most important initiatives, it’s only an example and something we will work on together. We're always learning and growing, so like us this role will evolve and expand. We hope that this opportunity sounds exciting to you and that you consider joining us on our journey!

At Heartex

While our community and customers enjoy our products, we understand it is our team who make that possible. That is why we want to support you in doing your best work. To explore more about our team please visit the about our team page.

We hope you are interested in our opportunities and encourage you to apply even if you are not sure you fit all of the requirements. When applying please include: A short document covering of your experience & skills, such as a resume or linkedin profile. If you have a cover letter expanding on your background and why Heartex is of interest to you, even better, though a cover letter is not required & will not impact your application status. When we receive your application, we’ll get back to you about the next steps.

Heartex is an Equal Opportunity Employer. We are committed to building an organization that welcomes diverse backgrounds and lifestyles. Our goal is to create an inclusive work environment that is equitable and where everyone feels they belong. We foster open and transparent communication and a workplace where discrimination and harassment are not tolerated. If you need any accommodations or assistance to make your interviews more accessible please do not hesitate to reach out to us.

We do not discriminate against employees or applicants based on gender identity or expression, sexual orientation, religion, age, race, military/veteran status, citizenship, pregnancy status, or any other differences. At Heartex we pay based on regional compensation market rate ranges across the globe. We are hiring for this role across North and South America. For US based candidates in Colorado and most US remote metro areas our base cash compensation for this role is targeted at $115,000 to $160,000 USD. For candidates in San Francisco and New York metro areas the base cash compensation range is $135,000 to $175,000 USD. These ranges are provided by market data and are in good faith. The final offer details are determined by several factors including candidate experience, expertise, as well as applicable industry knowledge and may vary from the pay ranges listed above.