Technical Support Engineer II - W&B

Weights & Biases; Livingston (NJ); On-site; USD 99,000 - 132,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Company-paid life insurance

Short and long-term disability insurance

Flexible spending account

401(k) with employer match

Flexible PTO

Catered lunch daily

Job summary

Weights & Biases, located in Livingston, NJ, is seeking a Customer Support Engineer with programming experience to handle inbound support requests, triage issues, and collaborate with the engineering team. The ideal candidate should have a strong proficiency in Python and experience with machine learning frameworks. This role supports a hybrid work environment with various benefits including medical insurance and a competitive salary range of $99,000 to $132,000 annually.

Responsibilities

• Quickly respond to all inbound support requests.
• Triage bugs and requests based on customer type.
• Maintain fast response times to meet SLAs.
• Collaborate with engineering for troubleshooting.
• Track responses to ensure contact SLAs are met.
• Identify trends in user messages.
• Learn product features to resolve issues.
• Participate in a 24/7 on-call rotation.

Skills

Programming experience

Python proficiency

Experience with ML frameworks

User engagement

Organization skills

Self-directed work

Process improvement

Kind communication

Interest in machine learning

Education

2+ years programming experience from engineering or CS degree

Tools

Keras

Tensorflow

PyTorch

Docker

AWS

GCP

Azure

Kubernetes

Job description

CoreWeave, the AI Hyperscaler™, acquired Weights & Biases to create the most powerful end‑to‑end platform to develop, deploy, and iterate AI faster. Since 2017, CoreWeave has operated a growing footprint of data centers covering every region of the US and across Europe, and was ranked as one of the TIME100 most influential companies of 2024. By bringing together CoreWeave’s industry‑leading cloud infrastructure with the best‑in‑class tools AI practitioners know and love from Weights & Biases, we’re setting a new standard for how AI is built, trained, and scaled.

The integration of our teams and technologies is accelerating our shared mission: to empower developers with the tools and infrastructure they need to push the boundaries of what AI can do. From experiment tracking and model optimization to high‑performance training clusters, agent building, and inference at scale, we’re combining forces to serve the full AI lifecycle — all in one seamless platform.

Weights & Biases has long been trusted by over 1,500 organizations — including AstraZeneca, Canva, Cohere, OpenAI, Meta, Snowflake, Square, Toyota, and Wayve — to build better models, AI agents and applications. Now, as part of CoreWeave, that impact is amplified across a broader ecosystem of AI innovators, researchers, and enterprises.

As we unite under one vision, we’re looking for bold thinkers and agile builders who are excited to shape the future of AI alongside us. If you're passionate about solving complex problems at the intersection of software, hardware, and AI, there's never been a more exciting time to join our team.

What You’ll Do

Support is a deep part of our culture here at Weights & 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.

About The Role

• 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

Who You Are

• 2+ years of programming experience, from either an engineering role, a computer science degree, or personal projects
• Python proficiency
• Experience using any of the following: Keras, Tensorboard, Tensorflow, Pytorch, Pytorch Lightning, Jupyter notebooks, Colab, matplotlib and other ML frameworks and tools
• 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
• Work autonomously in a self‑directed environment
• Proactively find ways to improve processes and collaborate internally
• Answer messages with a kind, thoughtful tone that makes users feel appreciated and connected to our team
• Interest in machine learning

Preferred

• Previous experience in machine learning
• Customer service experience in a technical SaaS environment
• Experience in frontend frameworks
• Experience with Docker, AWS, GCP, Azure
• Experience with Kubernetes or other cloud infrastructures

Why Us

We work hard, have fun, and move fast! We’re in an exciting stage of hyper‑growth that you will not want to miss out on. We’re not afraid of a little chaos, and we’re constantly learning. Our team cares deeply about how we build our product and how we work together, which is represented through our core values:

• Be Curious at Your Core
• Act Like an Owner
• Empower Employees
• Deliver Best‑in‑Class Client Experiences
• Achieve More Together

We support and encourage an entrepreneurial outlook and independent thinking. We foster an environment that encourages collaboration and provides the opportunity to develop innovative solutions to complex problems. As we get set for take off, the growth opportunities within the organization are constantly expanding. You will be surrounded by some of the best talent in the industry, who will want to learn from you, too. Come join us!

The base salary range for this role is $99,000 to $132,000. The starting salary will be determined based on job‑related knowledge, skills, experience, and market location. We strive for both market alignment and internal equity when determining compensation. In addition to base salary, our total rewards package includes a discretionary bonus, equity awards, and a comprehensive benefits program (all based on eligibility).

What We Offer

In addition to a competitive salary, we offer a variety of benefits to support your needs, including:

• Medical, dental, and vision insurance — 100% paid for by CoreWeave
• Company‑paid Life Insurance
• Voluntary supplemental life insurance
• Short and long‑term disability insurance
• Flexible Spending Account
• Health Savings Account
• Tuition Reimbursement
• Ability to Participate in Employee Stock Purchase Program (ESPP)
• Mental Wellness Benefits through Spring Health
• Family‑forming support provided by Carrot
• Paid Parental Leave
• Flexible, full‑service childcare support with Kinside
• 401(k) with a generous employer match
• Flexible PTO
• Catered lunch each day in our office and data center locations
• A casual work environment
• A work culture focused on innovative disruption

Our Workplace

While we prioritize a hybrid work environment, remote work may be considered for candidates located more than 30 miles from an office, based on role requirements for specialized skill sets. New hires will be invited to attend onboarding at one of our hubs within their first month. Teams also gather quarterly to support collaboration.

California Consumer Privacy Act – California applicants only.

CoreWeave is an equal opportunity employer, committed to fostering an inclusive and supportive workplace. All qualified applicants and candidates will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

As part of this commitment and consistent with the Americans with Disabilities Act (ADA), CoreWeave will ensure that qualified applicants and candidates with disabilities are provided reasonable accommodations for the hiring process, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed, please contact: [e-mail].

Export Control Compliance

This position requires access to export controlled information. To conform to U.S. Government export regulations applicable to that information, applicant must either be a U.S. person (a U.S. citizen or national, a U.S. lawful permanent resident (green card holder), a refugee under 8 U.S.C. §1157, or an asylee under 8 U.S.C. §1158), eligible to access the export controlled information without a required export authorization, or eligible to obtain the required export authorization from the applicable U.S. government agency. CoreWeave may, for legitimate business reasons, decline to pursue any export licensing process.