AI Customer Support Engineer, Tier II - Remote

Overview

As a Tier 2 Support Engineer at Weights & Biases, you will partner with various teams to manage technical aspects of the customer lifecycle and serve as a primary escalation point for support queries.

In Short

• Act as Tier 1 and Tier 2 support for customer accounts.
• Organize and manage escalated questions from users and partners.
• Investigate and troubleshoot issues with customers directly.
• Build example projects to replicate issues across different environments.
• Collaborate with Solution Architects for successful product implementation.
• Identify best practices for improving support processes.
• Highlight trends in requests to improve product and documentation.
• Contribute to support materials and documentation.
• Availability during JST working hours is required.
• Guide partners in providing Tier 1 support.

Requirements

• Undergraduate degree in computer science or higher.
• Fluency in Japanese and business-level English proficiency.
• 4+ years of experience in machine learning and/or SaaS.
• Excellent communication and presentation skills.
• Strong problem-solving and analytical skills.
• Programming experience in Python, TypeScript, React, and Go.
• Experience with data engineering and MLOps tools.
• Familiarity with multiprocessing and distributed systems.
• Proficiency in TensorFlow, Keras, PyTorch, HuggingFace, or Ray.
• Experience with cloud platforms such as AWS, GCP, or Azure.

Benefits

• Flexible time off.
• Medical, Dental, and Vision coverage for employees and family.
• Remote first culture with in-office flexibility in Tokyo.
• Home office budget with a new high-powered laptop.
• Competitive salary and equity.
• Supplemental benefits may be available depending on location.