AI Customer Support Engineer, Tier I - Remote

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.