AI Customer Support Engineer, Tier I - Weights & Biases

CoreWeave, the AI Hyperscaler™, acquired Weights Biases to create the most powerful end-to-end platform to develop, deploy, and iterate AI faster. Since 2017, CoreWeave has operated a growing footprint of data centers covering every region of the US and across Europe, and was ranked as one of the TIME100 most influential companies of 2024. By bringing together CoreWeave’s industry-leading cloud infrastructure with the best-in-class tools AI practitioners know and love from Weights Biases, we’re setting a new standard for how AI is built, trained, and scaled. The integration of our teams and technologies is accelerating our shared mission: to empower developers with the tools and infrastructure they need to push the boundaries of what AI can do. From experiment tracking and model optimization to high-performance training clusters, agent building, and inference at scale, we’re combining forces to serve the full AI lifecycle — all in one seamless platform. Weights Biases has long been trusted by over 1,500 organizations — including AstraZeneca, Canva, Cohere, OpenAI, Meta, Snowflake, Square,Toyota, and Wayve — to build better models, AI agents and applications. Now, as part of CoreWeave, that impact is amplified across a broader ecosystem of AI innovators, researchers, and enterprises. As we unite under one vision, we’re looking for bold thinkers and agile builders who are excited to shape the future of AI alongside us. If you're passionate about solving complex problems at the intersection of software, hardware, and AI, there's never been a more exciting time to join our team. What You’ll Do: Support is a deep part of our culture here at Weights And Biases by CoreWeave. 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. 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. About the role: 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 Who You Are: 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 Preferred: Previous experience in machine learning Customer service ... (truncated, view full listing at source)