Manager, Technical Support Engineering

CoreWeave•Sunnyvale, CA

9h•$165,000 - $242,000•Onsite

About The Position

Support is a deep part of our culture here at Weights & Biases by CoreWeave. We believe the best way to build a great product is to listen to real users and follow their lead to shape our priorities and roadmap. As Manager, Technical Support Engineering, you'll lead a team of support engineers, helping them grow, operate at a high level, and deliver best-in-class experiences for our users every day. About the role: 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

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