13 days ago

AI Customer Support Engineer

Weights & Biases

On Site
Full Time
$115,000
Sunnyvale, CA

Job Overview

Job TitleAI Customer Support Engineer
Job TypeFull Time
CategoryCommerce
Experience5 Years
DegreeMaster
Offered Salary$115,000
LocationSunnyvale, CA

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Job Description

About the Role

CoreWeave, the AI Hyperscaler™, acquired Weights & Biases to create an end-to-end platform powering AI development, deployment, and iteration. In this role as the AI Customer Support Engineer, you will quickly respond to technical support requests from users and work in a fast-paced environment alongside engineering and product teams to ensure effective problem resolution.

Your responsibilities include triaging bugs and requests, tracking responses to meet SLAs, collaborating on troubleshooting, and learning product features to build a robust knowledge base. You will also participate in a 24/7 on-call rotation to provide support during weekends.

Responsibilities

  • Quickly respond to inbound support requests via email, live chat, and community forums.
  • Triage issues based on customer type and severity.
  • Track responses to ensure SLAs are met.
  • Collaborate with engineering and product teams on troubleshooting and feedback.
  • Identify trends to improve documentation and product features.
  • Participate in a 24/7 on-call rotation for weekend support.

Required Skills and Qualifications

  • 2+ years of programming experience.
  • Python proficiency.
  • Experience with ML frameworks such as Keras, TensorFlow, PyTorch, and Jupyter Notebooks.
  • A passion for engaging with users and solving technical problems.
  • Ability to work autonomously and manage multiple support requests efficiently.

Preferred Qualifications

  • Experience in machine learning and technical SaaS environments.
  • Customer service background in technical support.
  • Familiarity with frontend frameworks, cloud platforms (AWS, GCP, Azure), Docker, and Kubernetes.

Why Join Us?

At Weights & Biases by CoreWeave, you will be at the forefront of AI innovation. You join a team that values curiosity, ownership, and collaborative problem solving while enjoying competitive compensation and comprehensive benefits. You will work in a hybrid environment with opportunities for professional growth and direct impact on the product.

Key Skills/Competency

  • Python
  • Machine Learning
  • Technical Support
  • SLA Management
  • Customer Engagement
  • Problem Solving
  • Documentation
  • On-call Support
  • Cloud Infrastructure
  • Triage

Tags:

AI Customer Support Engineer
Python
Machine Learning
Technical Support
SLA
On-call Support
Cloud Infrastructure
Customer Engagement
ML Frameworks
Troubleshooting
Python
TensorFlow
PyTorch
Jupyter

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How to Get Hired at Weights & Biases

  • Customize your resume: Highlight relevant technical skills and support experience.
  • Research Weights & Biases: Understand company culture and recent innovations.
  • Tailor your application: Emphasize ML and programming proficiency.
  • Prepare for technical interviews: Brush up on Python and ML frameworks.
  • Practice behavioral questions: Reflect on past support and collaboration experiences.

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