Technical Support Engineer

JOB SUMMARY

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 experience working with Python and REST APIs, the ability to understand data structures, and interest in or familiarity with fundamental search and AI concepts.

JOB RESPONSIBILITIES

• Manage and resolve customer inquiries in a timely and effective manner
• Provide support to customers by troubleshooting technical issues and communicating escalations to our engineering teams
• Explain usage and costs to customers, working closely with our finance team to address billing inquiries
• Design runbooks to improve coverage and effectiveness of our internal AI agents
• Identify areas of improvement for customer e...