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 forumsTriage bugs and requests based on customer type and severity of issueTrack inbound and outbound responses to ensure contact SLAs are being metMaintain a fast response time for entire user baseCollaborate with the engineering and product team when troubleshooting issues and providing feedback on featuresRecognize trends in user messages to help identify areas of improvement in internal or external documentationLearn W&B product features and build up knowledge base to resolve issues on your ownRequirements:

2+ Programming experience, from either an engineering role, a computer science degree, or personal projectsPython expertExperience using any of the following: Keras, Tensorborad, Tensorflow, Pytorch, Pytorch Lightning, Jupyter notebooks, colabs, matplotlib and other ML frameworks and toolsA passion for connecting with real users and enabling them to be power users of the productGood organization of assigned requests to oversee timely follow-up for every messageWork autonomously in a self-directed environmentProactively find ways to improve processes and collaborate internallyAnswer messages with a kind, thoughtful tone that makes users feel appreciated and connected to our teamInterest in machine learningStrong Plus:

Have worked in a small-stage startup previouslyPrevious experience in machine learningCustomer service experience in a technical SaaS environmentExperience in frontend frameworksExperience with Docker, AWS, GCP, AzureExperience with Kubernetes or other cloud infrastructuresOur Benefits:

Flexible time offMedical, Dental, and Vision for employees and Family CoverageRemote first culture with in-office flexibility in San FranciscoHome office budget with a new high-powered laptopTruly competitive salary and equity12 weeks of Parental leave (U.S. specific)401(k) (U.S. specific)Supplemental benefits may be available depending on your locationExplore benefits by

country$81,000 - $111,000 a yearThe US base pay for this position ranges from $81,000 per year in our lowest geographic market up to $111,000 per year in our highest geographic market. Weights & Biases is committed to providing competitive salary, equity, and benefits packages for all full-time employees. Individual compensation will be commensurate with the candidate's experience, qualifications, and geographic location.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.#LI-Remote#J-18808-Ljbffr