Customer Support Engineer, Machine Learning - US (Remote)

At Weights & Biases, our mission is to build the best tools for AI developers. We founded our company on the insight that while there were excellent tools for developers to build better code, there were no similarly great tools to help ML practitioners build better models. Starting with our first experiment tracking product, we have since expanded our solution into a comprehensive AI developer platform for organizations focused on building their own deep learning models and generative AI applications.
Weights & Biases is a Series C company with $250M in funding and over 200 employees. We proudly serve over 1,000 customers and more than 30 foundation model builders including customers such as OpenAI, NVIDIA, Microsoft, and Toyota.
Support is a deep part of our culture here at Weights & Biases. 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.
Your main goal will be to quickly get answers to all user messages. Customers write in with highly technical questions, suggestions, or bug reports, and we need to give them timely responses to fulfill SLAs. In this role, you will act as the face of the company and the first line of support in North American Time Zones. Ideally, we're looking for someone with technical skills who would like to support our customer base. If you've found yourself wanting to be more external but still build programming/machine learning skills, this is the role for you.

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 W&B product features and build up knowledge base to resolve issues on your own

Requirements:

• 2+ Programming experience, from either an engineering role, a computer science degree, or personal projects
• Python expert
• 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

Strong Plus:

• Have worked in a small-stage startup previously
• 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

Our Benefits:

• 🏝️ Flexible time off
• 🩺 Medical, Dental, and Vision for employees and Family Coverage
• 🏠 Remote first culture with in-office flexibility in San Francisco
• 💵 Home office budget with a new high-powered laptop
• 🥇 Truly competitive salary and equity
• 🚼 12 weeks of Parental leave (U.S. specific)
• 📈 401(k) (U.S. specific)
• Supplemental benefits may be available depending on your location
• Explore benefits by country

We encourage you to apply even if your experience doesn't perfectly align with the job description as we seek out diverse and creative perspectives. Team members who love to learn and collaborate in an inclusive environment will flourish with us. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you need additional accommodations to feel comfortable during your interview process, reach out at careers@wandb.com.
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