Founding Customer Experience Engineer

At Coram AI, we’re reimagining video security for the modern world. Our cloud-native platform uses computer vision and AI to help businesses stay safe, make smarter decisions, and move faster; from real-time alerts to seamless clip sharing and multi-site visibility.

You’ll be joining a small, fast-moving team that values clarity, craftsmanship, and impact. Every person here has a voice, ships meaningful work, and helps shape how AI can make the world safer and more connected.

The role:

As our Founding Customer Experience Engineer, you’ll own the front line of customer support, triaging and resolving issues via Intercom and email. You’ll debug across devices, networking, and backend systems, escalating to engineering with clear, high-quality context when needed.

Early success means running the engine well: meeting SLA targets, managing multiple active threads, and ensuring nothing falls through the cracks.

Beyond ticket resolution, you’ll help improve and automate how support operates by contributing to documentation, workflows, and AI-driven tooling. Over time, this role can grow from operating the system to helping redesign, scale, and eventually lead it.

Responsibilities:

• Own frontline technical support: triage and resolve customer issues via Intercom/email while consistently meeting SLA targets.

• Troubleshoot across networking, Linux-based devices, and cloud/backend services; escalate to engineering with high-quality debugging context when needed.

• Support customer onboarding and configuration to ensure successful deployments.

• Maintain strong organization across multiple active customer threads, ensuring follow-through and zero dropped issues.

• Identify recurring problems and contribute to building documentation, runbooks, and structured support workflows.

• Partner with software and AI engineering to help automate support processes and reduce repetitive manual work over time.

• Grow into broader ownership of the support function, with the opportunity to help build and eventually lead the team as the company scales.

Qualifications:

• Hands-on networking troubleshooting experience in real production environments (IP addressing, DHCP, routing, DNS, ARP, NAT, firewalls)

• Linux experience, with comfort using the command line, logs, and system/network diagnostics

• Clear, structured communication with the ability to explain technical concepts to both technical and non-technical audiences

• Strong problem-solving skills in fast-moving situations

• Bachelor’s degree in Computer Science, Networking, Cybersecurity, IT, or related field

• Ability to work onsite for hands-on collaboration and troubleshooting

Nice to Have

• Basic scripting experience (Bash, Python) for automation

• Familiarity with APIs and reading API documentation

• Customer-facing technical experience (Support, Solutions, Field Engineering)

• Exposure to security systems, cameras, NVRs, or hardware-integrated software

• Background in cybersecurity or network security concepts

We're on a mission to transform a $50B+ legacy industry by bringing the power of cutting-edge multimodal LLMs and computer vision to real-world security and operations. From firearm detection to intelligent access control, our AI-native platform turns every camera and sensor into a smart system that enhances safety, efficiency, and awareness.

Founded by Ashesh Jain (ex-Lyft Level 5, PhD Cornell) and Peter Ondruska (ex-Lyft, PhD Oxford), Coram AI is backed by Battery Ventures, Mosaic, and 8VC, have raised over $30M, and were named to the CB Insights AI 100 as one of the most promising AI companies in the world. If you're excited to work on mission-critical AI that makes an impact in the real world, we’d love to meet you.