AI Customer Support Engineer, Tier I - Weights & Biases

Weights & Biases•Sunnyvale, CA

5d•$99,000 - $132,000•Hybrid

About The Position

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

Requirements

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

Nice To Haves

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

Responsibilities

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