Technical Support Engineer II - W&B
About this role
Customer support requests often arrive faster than a team can process them, leaving technical users waiting for bug fixes and answers. Resolving this bottleneck requires bridging the gap between external user communication and internal engineering. Weights and Biases by CoreWeave needs a technical support professional to manage inbound inquiries, triage bugs, and maintain strict response SLAs across email, live chat, and community forums.
Incoming team members will tackle a diverse set of troubleshooting tasks while collaborating cross-functional with engineering and product groups. Daily responsibilities include investigating customer issues, identifying product improvement trends, and participating in an on-call rotation. Ideal candidates possess foundational programming skills alongside a strong desire to interact directly with users while building machine learning expertise.
What you will do
- Quickly respond to all inbound support requests arriving via email, live chat, and community forums.
- Triage bugs and feature requests according to customer type and the severity of the issue.
- Track inbound and outbound responses to ensure adherence to established contact service level agreements.
- Collaborate directly with engineering and product teams when troubleshooting complex issues and providing feature feedback.
- Recognize recurring trends in user messages to help improve internal and external documentation.
- Learn product features thoroughly to independently resolve user issues and build up the internal knowledge base.
- Participate in a 24/7 on-call rotation to provide support coverage during weekends.
What you need
- At least two years of programming experience gained through an engineering role, computer science degree, or personal projects.
- Proficiency in Python programming.
- Familiarity with machine learning frameworks and tools such as Keras, Tensorboard, TensorFlow, PyTorch, PyTorch Lightning, Jupyter notebooks, colabs, and matplotlib.
- Demonstrated passion for connecting with real users and helping them become power users of the product.
- Good organizational skills to manage assigned requests and oversee timely follow-up for every message.
- Ability to work autonomously in a self-directed environment while proactively improving internal processes.
Nice to have
- Previous experience working in machine learning
- Customer service experience in a technical SaaS environment
- Experience in frontend frameworks
- Experience with Docker, AWS, GCP, or Azure
- Experience with Kubernetes or other cloud infrastructures
Benefits
- Medical, dental, and vision insurance - 100% paid for by CoreWeave
- Company-paid Life Insurance
- Short and long-term disability insurance
- Flexible Spending Account and Health Savings Account
- Tuition Reimbursement
- Ability to Participate in Employee Stock Purchase Program (ESPP)
Skills and tech stack
Questions candidates ask
What is the salary range for this role?
The base salary range for this role is $99,000 to $145,000. The starting salary is determined based on job-related knowledge, skills, experience, and market location.
What tools and technologies are used in this position?
The tech stack involves Python along with machine learning tools and frameworks such as Keras, Tensorboard, TensorFlow, PyTorch, PyTorch Lightning, Jupyter notebooks, colabs, and matplotlib.
What are the expectations regarding on-call duties?
Employees in this role participate in a 24/7 on-call rotation to provide support during weekends.