Technical Support Engineer II - W&B

What You'll Do:

Support is a deep part of our culture here at Weights And Biases by CoreWeave. We believe that the best way to build a great product is to listen to real users and follow their lead to shape our priorities and roadmap. In this role, you will work on a diverse set of problems in a fast-moving environment, collaborate cross-functionally with our team to support our users, and help shape our product.

Your main goal will be to quickly get answers to all user messages. Customers write in with highly technical questions, suggestions, or bug reports, and we need to give them timely responses to fulfill SLAs. Ideally, we're looking for someone with technical skills who would like to support our customer base. If you've found yourself wanting to be more external but still build programming/machine learning skills, this is the role for you.

About the role:

• Quickly respond to all inbound support requests, including email, live chat, and community forums
• Triage bugs and requests based on customer type and severity of issue
• Track inbound and outbound responses to ensure contact SLAs are being met
• Maintain a fast response time for entire user base
• Collaborate with the engineering and product team when troubleshooting issues and providing feedback on features
• Recognize trends in user messages to help identify areas of improvement in internal or external documentation
• Learn Weights & Biases product features and build up knowledge base to resolve issues on your own
• Participate in a 24/7 on-call rotation to provide support during weekends

Who You Are:

• 2+ Programming experience, from either an engineering role, a computer science degree, or personal projects
• Python proficiency
• Experience using any of the following: Keras, Tensorborad, Tensorflow, Pytorch, Pytorch Lightning, Jupyter notebooks, colabs, matplotlib and other ML frameworks and tools
• A passion for connecting with real users and enabling them to be power users of the product
• Good organization of assigned requests to oversee timely follow-up for every message
• Work autonomously in a self-directed environment
• Proactively find ways to improve processes and collaborate internally
• Answer messages with a kind, thoughtful tone that makes users feel appreciated and connected to our team
• Interest in machine learning

Preferred:

• Previous experience in machine learning
• Customer service experience in a technical SaaS environment
• Experience in frontend frameworks
• Experience with Docker, AWS, GCP, Azure
• Experience with Kubernetes or other cloud infrastructures

Wondering if you're a good fit We believe in investing in our people, and value candidates who can bring their own diversified experiences to our teams – even if you aren't a 100% skill or experience match.

Why Us

We work hard, have fun, and move fast! We're in an exciting stage of hyper-growth that you will not want to miss out on. We're not afraid of a little chaos, and we're constantly learning. Our team cares deeply about how we build our product and how we work together, which is represented through our core values:

• Be Curious at Your Core
• Act Like an Owner
• Empower Employees
• Deliver Best-in-Class Client Experiences
• Achieve More Together

We support and encourage an entrepreneurial outlook and independent thinking. We foster an environment that encourages collaboration and provides the opportunity to develop innovative solutions to complex problems. As we get set for take off, the growth opportunities within the organization are constantly expanding. You will be surrounded by some of the best talent in the industry, who will want to learn from you, too. Come join us!

The starting salary will be determined based on job-related knowledge, skills, experience, and market location. We strive for both market alignment and internal equity when determining compensation. In addition to base salary, our total rewards package includes a discretionary bonus, equity awards, and a comprehensive benefits program (all based on eligibility).