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

Preferred:

• 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

Passionate about solving complex problems at the intersection of software, hardware, and AI.

Benefits

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.

In addition to base salary, our total rewards package includes a discretionary bonus, equity awards, and a comprehensive benefits program (all based on eligibility).

We offer a variety of benefits to support your needs, including medical, dental, and vision insurance, company-paid life insurance, voluntary supplemental life insurance, short and long-term disability insurance, flexible spending account, health savings account, 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, and a work culture focused on innovative disruption.

CoreWeave is an equal opportunity employer, committed to fostering an inclusive and supportive workplace. All qualified applicants and candidates will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.