Customer Support Engineer - Tier 3 - Weights & Biases

Weights & Biases•Sunnyvale, CA

5d•$165,000 - $242,000•Hybrid

About The Position

CoreWeave, the AI Hyperscaler™, acquired Weights & Biases to create the most powerful end-to-end platform to develop, deploy, and iterate AI faster. Since 2017, CoreWeave has operated a growing footprint of data centers covering every region of the US and across Europe, and was ranked as one of the TIME100 most influential companies of 2024. By bringing together CoreWeave’s industry-leading cloud infrastructure with the best-in-class tools AI practitioners know and love from Weights & Biases, we’re setting a new standard for how AI is built, trained, and scaled. The integration of our teams and technologies is accelerating our shared mission: to empower developers with the tools and infrastructure they need to push the boundaries of what AI can do. From experiment tracking and model optimization to high-performance training clusters, agent building, and inference at scale, we’re combining forces to serve the full AI lifecycle — all in one seamless platform. Weights & Biases has long been trusted by over 1,500 organizations — including AstraZeneca, Canva, Cohere, OpenAI, Meta, Snowflake, Square, Toyota, and Wayve — to build better models, AI agents and applications. Now, as part of CoreWeave, that impact is amplified across a broader ecosystem of AI innovators, researchers, and enterprises. As we unite under one vision, we’re looking for bold thinkers and agile builders who are excited to shape the future of AI alongside us. If you're passionate about solving complex problems at the intersection of software, hardware, and AI, there's never been a more exciting time to join our team. As Weights & Biases and CoreWeave unite to deliver the most powerful AI development platform, the Customer Support Engineer (Tier 3) plays a pivotal role in ensuring our most complex and business-critical issues are resolved quickly and effectively. This role serves as the bridge between Support and Engineering, diving deep into escalated technical challenges, identifying root causes, and partnering closely with engineering teams to ensure long-term fixes and improvements. Your work enables our engineers to stay focused on building and scaling the platform while ensuring our customers receive the highest level of technical care.

Requirements

5+ years of professional experience in a technical support, software engineering, or escalations-focused role.
Expert in Python, with experience debugging, profiling, and developing production-grade code.
Strong background in computer science or software engineering (B.S. in CS or equivalent experience).
Deep familiarity with modern AI and machine learning ecosystems — from model training and experimentation (PyTorch, TensorFlow, etc.) to generative AI and LLM development (Hugging Face, LangChain, OpenAI, vector databases, etc.)
Proficient in troubleshooting across distributed systems, APIs, containers, and have deep experience with multi-tenant architectures and tenant isolation.
Excellent communication skills with the ability to translate complex issues for both technical and non-technical audiences.
Demonstrated ability to collaborate effectively with product and engineering teams to drive issue resolution and product improvements.
Self-directed, curious, and passionate about improving both user experience and internal processes.
Proficient with tools like Datadog, Grafana, etc., for production monitoring and incident debugging.

Nice To Haves

Experience with Docker, Kubernetes, and cloud platforms (AWS, GCP, or Azure).
Familiarity with GPU-based compute environments and distributed training workloads.
Previous experience in incident management, cloud platform or site reliability roles.

Responsibilities

Own and resolve Tier 3 technical escalations from the support team — highly complex or cross-functional issues requiring deep technical investigation.
Perform in-depth troubleshooting and root cause analysis across Weights & Biases systems, APIs, and integrations.
Reproduce, isolate, and document bugs for handoff to engineering.
Develop diagnostic scripts, tools, and automation to improve internal troubleshooting efficiency.
Serve as a technical advisor to Support Engineers (Tier 1 and Tier 2), mentoring on debugging methodologies and product architecture.
Identify recurring patterns and propose systemic improvements to reduce future escalations.
Participate in incident response, postmortems, and internal technical documentation.
Contribute to knowledge base articles and internal wikis to ensure consistent handling of technical cases.
Participate in a 24/7 on-call rotation to provide support during weekends