Technical Support Engineer (CoreWeave Forge)

Join Weights & Biases, a leading machine learning platform, as a Technical Support Engineer. In this role, you will be responsible for quickly responding to user inquiries, triaging bugs and requests, and collaborating with the engineering and product teams. You will work in our London office 3-5 days a week and participate in a 24/7 on-call rotation. Ideal candidates will have Python proficiency, a passion for connecting with users, and an interest in machine learning.

Responsibilities

• Quickly respond to all inbound support requests, including email, live chat, and community forums, and triage bugs and requests based on customer type and severity of issue.
• Collaborate with the engineering and product team when troubleshooting issues and providing feedback on features, and recognize trends in user messages to help identify areas of improvement.
• Participate in a 24/7 on-call rotation to provide support during weekends, and maintain a fast response time for the entire user base.
• A passion for connecting with real users and enabling them to be power users of the product
• Good organization of assigned requests to oversee timely follow-up for every message
• Answer messages with a kind, thoughtful tone that makes users feel appreciated and connected to our team
• Proactively find ways to improve processes and collaborate internally
• Work autonomously in a self-directed environment

Requirements

Python proficiency

• Experience using any of the following: Keras, Tensorborad, Tensorflow, Pytorch, Pytorch Lightning, Jupyter notebooks, colabs, matplotlib and other ML frameworks and tools
• 2+ Programming experience, from either an engineering role, a computer science degree, or personal projects
• Wondering if you’re a good fit? We believe in investing in our people, and value candidates who can bring their own diversified experiences to our teams – even if you aren't a 100% skill or experience match
• Previous experience in machine learning
• Experience in frontend frameworks
• Customer service experience in a technical SaaS environment

Preferred

• Interest in machine learning
• Experience with Docker, AWS, GCP, Azure
• Experience with Kubernetes or other cloud infrastructures

Pay

GBP 56,000 - 75,000