AI Customer Support Engineer, Tier I - EMEA - Remote

Overview

As an AI Customer Support Engineer at Weights & Biases, you will be the first line of support for our users in EMEA, addressing technical questions and issues while collaborating with cross-functional teams to enhance our product.

In Short

• Respond to inbound support requests via email, live chat, and forums.
• Triage bugs and requests based on customer type and severity.
• Track responses to ensure SLAs are met.
• Collaborate with engineering and product teams on troubleshooting.
• Identify trends in user messages for documentation improvement.
• Build a knowledge base of product features.
• Work autonomously in a self-directed environment.
• Maintain a kind and thoughtful communication tone.
• Interest in machine learning and GenAI is essential.
• Proactively improve processes and collaborate internally.

Requirements

• 2+ years of programming experience.
• Expertise in Python.
• Familiarity with deployment tools like Docker, AWS, GCP, Azure.
• Experience with ML frameworks such as Keras, Tensorboard, Tensorflow, Pytorch.
• Passion for connecting with users.
• Good organizational skills for timely follow-up.
• Ability to work autonomously.
• Experience in customer service in a technical environment is a plus.
• Interest in machine learning and GenAI.

Benefits

• Flexible time off.
• Medical, Dental, and Vision coverage.
• Remote-first culture with in-office flexibility.
• Home office budget with a new laptop.
• Competitive salary and equity.
• 12 weeks of parental leave.
• 401(k) plan.
• Supplemental benefits based on location.