Lead Customer Support Engineer

About CompScience

At CompScience, we're not just building software—we're saving lives. We're a high-growth startup on a mission to prevent 10 million workplace injuries through bold technological innovations, ensuring that everyone can go home safe at the end of the day.

Founded in 2019 and backed by investors from SpaceX, Tesla, and Anduril, we've assembled a powerhouse team that bridges two worlds:

• Cutting-Edge Technology: Our engineering team is comprised of distinguished computer vision engineers, software architects, and data scientists from the self-driving car industry. They bring unparalleled expertise in AI and machine learning to the realm of workplace safety.

• Insurance Acumen: Our insurance team comprises seasoned professionals who understand the nuances of workers' compensation policies. They work hand-in-hand with our tech experts to translate advanced analytics into tangible insurance products that truly serve our clients' needs.

Our groundbreaking perception-based risk assessment program, the first of its kind, provides the most comprehensive data stream available for risk analysis and monitoring and has proven to significantly reduce accidents in some of the world's most hazardous occupations.

About the Role

In your role as a Lead  Customer Support Engineer at CompScience, you'll be assisting clients with our AI-enabled Computer Vision application. Your technical expertise will be vital in supporting video management, camera infrastructure, and problem resolution on our cutting-edge AI platform for our valued customers.

Responsibilities

• Generative AI Edge Devices. Provisioning, deploying, and monitoring Generative AI edge devices in industrial environments for real-time safety alerts

• Customer Support and Training: Instruct clients on the use of CompScience applications, assist in troubleshooting and resolving technical issues related to VMS or camera malfunctions, and coordinate with clients and security vendors for proper installation and setup.

• Product Improvement and Collaboration: Provide customer feedback to Product Management and Engineering teams for feature enhancements, coordinate with Engineering to identify and resolve application bugs, test new releases, and collaborate with Product Management to optimize customer processes and interactions.

• Team Leadership and Cross Functional Coordination: Lead a cross-functional team of Support Engineers to determine video requirements for client site safety analysis.

• Internal Systems Support: Manage, support, and troubleshoot internal digital tools and platforms utilized by CompScience (including Google Suite, AWS, Asana, Jira, Slack, RingCentral, proprietary web-based tools, Google Report Writer, and Data Science analytics platforms), documenting and resolving related tickets, and escalating complex issues to the Digital Operations department as needed.

Required Experience

• Bachelor's degree in Information Science, Computer Science, Information Technology, or a related field.

• 7+ years of experience deploying and supporting IT and/or video surveillance systems in commercial settings, including familiarity with IPV4/IPV6, network topology troubleshooting, and knowledge of IP and analog camera technologies.

• 2+ years of experience leading IT or Support Engineering teams

• Experience deploying AWS virtual machines.

• Excellent troubleshooting and analytical thinking skills, with a proven ability to produce high-quality documentation.

• Strong customer empathy and a passion for delivering a superior customer experience, demonstrated through experience supporting multiple clients simultaneously and outstanding verbal and written communication skills.

• Positive, professional attitude, comfortable working in a dynamic startup environment, and not afraid to think outside of the box.

Nice-to-have

• Experience with VMS and familiar with APIs

• IT and/or AWS Certification

• Process Improvement experience and familiarity using APIs

Working at CompScience

Compensation: CompScience is committed to fair and equitable compensation practices. The annual salary range for this role is $120,000 – $140,000. Compensation is determined within the range based on your qualifications and experience. Our total compensation package also includes equity and comprehensive benefits.

Benefits at CompScience:

• Fast-paced startup environment where your ideas can quickly become reality

• Opportunity to wear multiple hats and grow beyond your job description

• Remote-first culture with home office support

• Comprehensive health benefits (Medical, Dental, Vision, HSA)

• 401(k) plan and life insurance

• Flexible time off and 12 weeks parental leave

• Professional development reimbursement

Our Ideal Teammate:

• Thrives in a fast-paced startup and is comfortable navigating ambiguity

• Excited to wear multiple hats and grow rapidly

• Committed to our mission of saving lives through technology