Technical Support Engineer II - W&B

About the role

Support is a deep part of our culture here at Weights And Biases by CoreWeave. We believe that the best way to build a great product is to listen to real users and follow their lead to shape our priorities and roadmap. In this role, you will work on a diverse set of problems in a fast-moving environment, collaborate cross-functionally with our team to support our users, and help shape our product.

Responsibilities

• Quickly respond to all inbound support requests, including email, live chat, and community forums
• Triage bugs and requests based on customer type and severity of issue
• Track inbound and outbound responses to ensure contact SLAs are being met
• Maintain a fast response time for entire user base
• Collaborate with the engineering and product team when troubleshooting issues and providing feedback on features
• Recognize trends in user messages to help identify areas of improvement in internal or external documentation
• Learn Weights & Biases’ product features and build up knowledge base to resolve issues on your own
• Participate in a 24/7 on-call rotation to provide support during weekends

Requirements

• 2+ Programming experience, from either an engineering role, a computer science degree, or personal projects
• Python proficiency
• Experience using any of the following: Keras, Tensorborad, Tensorflow, Pytorch, Pytorch Lightning, Jupyter notebooks, colabs, matplotlib and other ML frameworks and tools
• A passion for connecting with real users and enabling them to be power users of the product
• Good organization of assigned requests to oversee timely follow-up for every message
• Work autonomously in a self-directed environment
• Proactively find ways to improve processes and collaborate internally
• Answer messages with a kind, thoughtful tone that makes users feel appreciated and connected to our team
• Interest in machine learning

Qualifications

• Preferred previous experience in machine learning
• Customer service experience in a technical SaaS environment
• Experience in frontend frameworks
• Experience with Docker, AWS, GCP, Azure
• Experience with Kubernetes or other cloud infrastructures

Skills

• Technical skills

Benefits

• The base salary range for this role is $99,000 to $132,000.
• In addition to base salary, our total rewards package includes a discretionary bonus, equity awards, and a comprehensive benefits program (all based on eligibility).

Pay

The base salary range for this role is $99,000 to $132,000. The starting salary will be determined based on job-related knowledge, skills, experience, and market location.

Schedule

We are a 24/7 operation, so this role requires a 24/7 on-call rotation to provide support during weekends.