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AI Customer Support Engineer, Tier I - Remote

Posted 7 weeks ago

Overview

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

In Short

  • Respond to inbound support requests via email, live chat, and forums.
  • Triage bugs and requests based on severity.
  • Track responses to meet contact SLAs.
  • Collaborate with engineering and product teams.
  • Identify trends in user messages for documentation improvement.
  • Build knowledge of Weights & Biases’ product features.
  • Work autonomously in a self-directed environment.
  • Provide thoughtful and kind responses to users.
  • Interest in machine learning is essential.

Requirements

  • 2+ years of programming experience.
  • Expertise in Python.
  • Experience with ML frameworks like Keras, TensorFlow, and PyTorch.
  • Strong organizational skills for managing requests.
  • Ability to work independently and improve processes.
  • Customer service experience in a technical environment is a plus.

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.

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