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

We are looking for someone with 2+ years of programming experience, Python proficiency, and experience using ML frameworks like Keras, Tensorborad, Tensorflow, Pytorch, Pytorch Lightning, Jupyter notebooks, colabs, matplotlib, etc. A passion for connecting with real users and enabling them to be power users of the product is also important. Good organization of assigned requests to oversee timely follow-up for every message, work autonomously in a self-directed environment, and proactively find ways to improve processes and collaborate internally are key qualities.

Qualifications

• Absolutely love solving complex problems at the intersection of software, hardware, and AI
• Have a strong interest in machine learning
• Have previous experience in machine learning
• Have customer service experience in a technical SaaS environment
• Have experience in frontend frameworks
• Have experience with Docker, AWS, GCP, Azure
• Have experience with Kubernetes or other cloud infrastructures

Skills

• Technical skills
• Kind, thoughtful tone in communication

Benefits

• Base salary range: $99,000 to $132,000
• Total rewards package including discretionary bonus, equity awards, and comprehensive benefits
• Medical, dental, and vision insurance
• Life insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Tuition reimbursement
• Employee stock purchase program
• Mental wellness benefits
• Paid parental leave
• Flexible PTO
• Catered lunch
• Work environment
• Work culture focused on innovation

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. We strive for both market alignment and internal equity when determining compensation.

Schedule

Our team works in a flexible schedule to accommodate the needs of our global user base.