Manager, Technical Support Engineering

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.

Responsibilities

• 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.
• 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.

Qualifications

• 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.

Skills

• Leadership and team management skills.
• Technical expertise in support and/or engineering roles.
• Ability to communicate effectively with diverse stakeholders.
• Strong problem-solving and analytical skills.
• Experience with customer support tools and processes.

Benefits

• Base salary range: $165,000 to $242,000.
• Discretionary bonus.
• Equity awards.
• Comprehensive benefits program (medical, dental, vision, life insurance, disability insurance, etc.).
• Employee stock purchase program (ESPP).
• Mental wellness benefits.
• Flexible PTO.
• Catered lunch.
• Workplace amenities (flexible work schedule, casual environment, etc.).
• Professional development opportunities.

Pay

The base salary range for this role is $165,000 to $242,000. The starting salary will be determined based on job-related knowledge, skills, experience, and market location.

Schedule

Not specified.

Benefits

• Medical, dental, and vision insurance - 100% paid for by CoreWeave.
• Company-paid Life Insurance.
• Voluntary supplemental life insurance.
• Short and long-term disability insurance.
• Flexible Spending Account (FSA).
• Health Savings Account (HSA).
• Tuition Reimbursement.
• Ability to Participate in Employee Stock Purchase Program (ESPP).
• Mental Wellness Benefits through Spring Health.
• Family-Forming support provided by Carrot.
• Paid Parental Leave.
• Flexible, full-service childcare support with Kinside.
• 401(k) with a generous employer match.
• Flexible PTO.
• Catered lunch each day in our office and data center locations.
• A casual work environment.
• A work culture focused on innovative disruption.