Technical Support Engineer II - W&B

CoreWeave is seeking a Technical Support Engineer II to join their team in supporting users of Weights & Biases. The successful candidate will work on a diverse set of problems, collaborate cross-functionally with the team, and help shape the 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:

• 2+ years of programming experience
• Python proficiency
• Experience using machine learning frameworks and tools such as Keras, TensorFlow, PyTorch, and Jupyter notebooks
• 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
• Ability to 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

Preferred qualifications:

• 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

Benefits:

• Medical, dental, and vision insurance
• 100% paid for by CoreWeave
• Company-paid Life Insurance
• Voluntary supplemental life insurance
• Short and long-term disability insurance
• Flexible Spending Account
• Health Savings Account
• Tuition Reimbursement
• Ability to Participate in Employee Stock Purchase Program (ESPP)
• Mental Wellness Benefits through Spring Health
• Family-Forming support provided by Carrot
• Paid Parental Leave
• Flexible, full-service childcare support with Kinside
• 401(k) with a generous employer match
• Flexible PTO
• Catered lunch each day in our office and data center locations
• A casual work environment
• A work culture focused on innovative disruption