Wandb

AI Customer Support Engineer, Tier I - EMEA (Remote)

Job Description

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 EMEA. 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 the issue
  • Track inbound and outbound responses to ensure contact SLAs are being met
  • Maintain a fast response time for the 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 a 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
  • Familiarity with some of the following deployment tools: Docker, AWS, GCP, Azure
  • 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 and GenAI

    • Strong Plus:
  • Have worked in a small-stage startup previously
  • Previous experience in machine learning or GenAI
  • Customer service experience in a technical SaaS environment
  • Experience in frontend frameworks
  • 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

    • Apply Now
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