Apply on Employer Site

Weights & Biases · 3 hours ago

Customer Support Engineer - Tier 3 - Weights & Biases

Bellevue, WA

Full-time

Hybrid

Senior Level

$165K/yr - $242K/yr

5+ years exp

Weights & Biases, now part of CoreWeave, is committed to creating a powerful platform for AI development. The Customer Support Engineer (Tier 3) plays a critical role in resolving complex technical issues and ensuring high-quality support for customers while collaborating closely with engineering teams.

Artificial Intelligence (AI)Data VisualizationDeveloper ToolsGenerative AIMachine Learning

Comp. & Benefits

No H1B

U.S. Citizen Only

Responsibilities

Own and resolve Tier 3 technical escalations from the support team — highly complex or cross-functional issues requiring deep technical investigation

Perform in-depth troubleshooting and root cause analysis across Weights & Biases systems, APIs, and integrations

Reproduce, isolate, and document bugs for handoff to engineering

Develop diagnostic scripts, tools, and automation to improve internal troubleshooting efficiency

Serve as a technical advisor to Support Engineers (Tier 1 and Tier 2), mentoring on debugging methodologies and product architecture

Identify recurring patterns and propose systemic improvements to reduce future escalations

Participate in incident response, postmortems, and internal technical documentation

Contribute to knowledge base articles and internal wikis to ensure consistent handling of technical cases

Participate in a 24/7 on-call rotation to provide support during weekends

Qualification

PythonAIMachine learningTroubleshooting distributed systemsTechnical support experienceIncident managementSelf-directedProficient with DatadogDockerKubernetesCloud platforms experienceCommunication skillsCollaboration

Required

5+ years of professional experience in a technical support, software engineering, or escalations-focused role

Expert in Python, with experience debugging, profiling, and developing production-grade code

Strong background in computer science or software engineering (B.S. in CS or equivalent experience)

Deep familiarity with modern AI and machine learning ecosystems — from model training and experimentation (PyTorch, TensorFlow, etc.) to generative AI and LLM development (Hugging Face, LangChain, OpenAI, vector databases, etc.)

Proficient in troubleshooting across distributed systems, APIs, containers, and have deep experience with multi-tenant architectures and tenant isolation

Excellent communication skills with the ability to translate complex issues for both technical and non-technical audiences

Demonstrated ability to collaborate effectively with product and engineering teams to drive issue resolution and product improvements

Self-directed, curious, and passionate about improving both user experience and internal processes

Proficient with tools like Datadog, Grafana, etc., for production monitoring and incident debugging