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Weights & Biases · 10 hours ago

AI Customer Support Engineer, Tier I - Weights & Biases

Sunnyvale, CA

Full-time

Hybrid

Entry Level

$99K/yr - $132K/yr

2+ years exp

Weights & Biases, part of CoreWeave, is focused on empowering developers with tools and infrastructure for AI. The AI Customer Support Engineer will support users by quickly addressing technical inquiries and collaborating with engineering teams to enhance the product.

Artificial Intelligence (AI)Data VisualizationDeveloper ToolsGenerative AIMachine Learning

Comp. & Benefits

No H1B

U.S. Citizen Only

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

Qualification

PythonMachine LearningKerasTensorFlowCustomer ServiceOrganizationSelf-directed WorkProactive ImprovementFrontend FrameworksDockerAWSGCPAzureKubernetesKind Communication

Required

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