Technical Support Engineer (W&B)

Coreweave; Livingston; On-site; GBP 30,000 - 50,000; Full time

Job summary

CoreWeave is seeking a customer support specialist to assist users of our machine learning and data science platform. You will respond to technical inquiries, triage issues, and collaborate with engineering to resolve problems while contributing to our knowledge base.

The role emphasizes fast, friendly communication, deep understanding of ML tooling, and a willingness to support customers across timeout-sensitive channels. Weekend on-call rotation is required.

Qualifications

• Strong Python proficiency and ability to translate user issues into actionable solutions.
• Experience supporting ML-focused products in a technical SaaS environment.

Responsibilities

• Respond to user inquiries quickly across email, live chat, and forums.
• Triage bugs and feature requests by severity and customer type.
• Monitor and improve SLA adherence for response times.
• Collaborate with engineering and product to troubleshoot issues.
• Capture trends to improve user docs and self-service resources.
• Participate in a 24/7 on-call rotation for weekend coverage.

Skills

Python

ML frameworks

Customer support

SaaS support

Docker

AWS

GCP

Azure

Kubernetes

Programming experience

Education

Computer Science degree

Tools

TensorFlow

Keras

PyTorch

Jupyter notebooks

Colabs

Matplotlib

Job description

• Support is a deep part of our culture here at Weights And Biases by CoreWeave. We believe that the best way to build a great product is to listen to real users and follow their lead to shape our priorities and roadmap. In this role, you will work on a diverse set of problems in a fast-moving environment, collaborate cross-functionally with our team to support our users, and help shape our product
• Your main goal will be to quickly get answers to all user messages. Customers write in with highly technical questions, suggestions, or bug reports, and we need to give them timely responses to fulfill SLAs. Ideally, we’re looking for someone with technical skills who would like to support our customer base. If you’ve found yourself wanting to be more external but still build programming/machine learning skills, this is the role for you
• Quickly respond to all inbound support requests, including email, live chat, and community forums
• Triage bugs and requests based on customer type and severity of issue
• Track inbound and outbound responses to ensure contact SLAs are being met
• Maintain a fast response time for entire user base
• Collaborate with the engineering and product team when troubleshooting issues and providing feedback on features
• Recognize trends in user messages to help identify areas of improvement in internal or external documentation
• Learn Weights & Biases’ product features and build up knowledge base to resolve issues on your own
• Participate in a 24/7 on-call rotation to provide support during weekends

Proactively find ways to improve processes and collaborate internallyWork autonomously in a self-directed environmentAnswer messages with a kind, thoughtful tone that makes users feel appreciated and connected to our teamA passion for connecting with real users and enabling them to be power users of the productInterest in machine learningPython proficiencyGood organization of assigned requests to oversee timely follow-up for every messageExperience using any of the following: Keras, Tensorborad, Tensorflow, Pytorch, Pytorch Lightning, Jupyter notebooks, colabs, matplotlib and other ML frameworks and tools2+ Programming experience, from either an engineering role, a computer science degree, or personal projectsWondering 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 matchCustomer service experience in a technical SaaS environmentExperience in frontend frameworksPrevious experience in machine learningExperience with Docker, AWS, GCP, AzureExperience with Kubernetes or other cloud infrastructures