Manager, Technical Support Engineering

Weights & Biases•Sunnyvale, CA

7h•$165,000 - $242,000

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.

Requirements

4+ years of experience managing a technical support or field engineering team, ideally in a SaaS or AI/ML environment
Hands-on technical background — you've worked in a support, engineering, or ML role and can speak credibly about the problems your team is solving
Experience working in a high-growth startup or fast-moving technology company, where the roadmap shifts and you've had to adapt quickly
Strong cross-functional collaborator — you build relationships across teams and know how to influence without authority
Data-driven approach to team management: you track what matters, spot trends, and use metrics to drive decisions
Clear, direct communicator who gives feedback with care and holds the team to a high standard
Passion for AI/ML and genuine interest in the tools and workflows your customers use every day

Nice To Haves

Familiarity with the Weights & Biases product or experience supporting ML practitioners
Experience with cloud infrastructure (AWS, GCP, Azure) or Kubernetes in a support or technical context
Background in Python or experience supporting a Python-heavy user base
Prior experience building or scaling a support function from the ground up
Experience with ML frameworks such as PyTorch, TensorFlow, or JAX

Responsibilities

Lead, coach, and develop a team of Technical Support Engineers, setting a high bar for quality, responsiveness, and technical depth
Own team performance against SLA commitments, identifying and addressing gaps in coverage, tooling, and process
Partner cross-functionally with Engineering, Product, and Field Engineering to surface customer trends, escalate critical issues, and close the feedback loop between users and builders
Build and maintain a culture of curiosity and continuous learning — helping your team stay sharp on the W&B product and the broader AI/ML ecosystem
Hire, onboard, and ramp new team members, setting them up for success from day one
Develop team members' careers through regular 1:1s, structured feedback, and growth-oriented development plans
Identify systemic gaps in documentation, tooling, or process and drive improvements in collaboration with internal stakeholders
Represent the voice of the customer in cross-functional discussions, translating support trends into actionable product insights
Own the on-call rotation structure for weekend and off-hours coverage across the team