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 1 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

As a Customer Support Engineer at CompScience, you will be a key point of contact for clients using our AI-enabled Computer Vision application. Your technical expertise will be crucial in providing support for video management, camera infrastructure, and resolving issues on our cutting-edge AI platform to ensure customer success.

Responsibilities

• Edge Devices: Assist with provisioning, deploying, and monitoring 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: Collaborate with Product Management and Engineering by relaying customer feedback for feature enhancements, assisting in identifying and resolving application bugs, testing new releases, and contributing to the improvement of customer processes and interactions.

• Cross-Functional Coordination: Collaborate with internal teams to understand and define video requirements for client site safety analysis.

• Internal Systems Support: 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), document and resolve related tickets, and escalate complex issues as needed.

Required Experience

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

• 3+ years of experience deploying and supporting IT and/or video surveillance systems in commercial settings, including network topology troubleshooting.

• 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

• IT 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 $90,000 – $120,000. 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