AI Customer Support Engineer, Tier II - Tokyo (Hybrid)

W&B; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Join a forward-thinking company as a Tier 2 Support Engineer where you'll partner with various teams to enhance customer experiences in machine learning workflows. This role offers the chance to shape support processes while collaborating with talented professionals. You will engage directly with customers, troubleshoot issues, and contribute to documentation, all while enjoying a flexible remote-first culture. If you are passionate about AI tools and eager to grow in a dynamic environment, this opportunity is perfect for you.

Benefits

Flexible time off

Medical, Dental, and Vision coverage

Home office budget

High-powered laptop

Competitive salary and equity

Qualifications

• 4+ years of experience in machine learning and/or SaaS required.
• Fluency in Japanese and business-level English is essential.

Responsibilities

• Act as Tier 1 point of contact for customer support and manage escalated questions.
• Investigate and troubleshoot issues directly with customers.

Skills

Machine Learning

SaaS

Python

TypeScript

React

Go

Problem-solving

Analytical Skills

Communication Skills

Presentation Skills

Education

Undergraduate degree in computer science

Tools

Docker

Kubernetes

TensorFlow

Keras

PyTorch

HuggingFace

Ray

AWS

GCP

Azure

Job description

At Weights & Biases, our mission is to build the best tools for AI developers. We founded our company on the insight that while there were excellent tools for developers to build better code, there were no similarly great tools to help ML practitioners build better models. Starting with our first experiment tracking product, we have since expanded our solution into a comprehensive AI developer platform for organizations focused on building their own deep learning models and generative AI applications.

Weights & Biases is a Series C company with $250M in funding and over 200 employees. We proudly serve over 1,000 customers and more than 30 foundation model builders including customers such as OpenAI, NVIDIA, Microsoft, and Toyota.

As a Tier 2 Support Engineer, you'll partner with our Customer Success, Product, Marketing, and Engineering teams to own the technical aspect of the customer lifecycle, serving as the primary escalation point for the support team and demonstrating the value Weights & Biases can provide to the Machine Learning Workflows of our customers. As an early member of our Support Team in the APAC region, you will handle questions escalated from users and partners directly and have the opportunity to help shape our processes and practices. This is a position that has a lot of opportunity for growth as our team continues to scale.

Responsibilities:

• Act as Tier 1 point of contact for customer support in direct customer accounts in addition to providing Tier 2 support.
• Manage all the questions escalated from users and partners in an organized system of prioritized requests.
• Investigate and troubleshoot issues in direct conversation with customers, both asynchronously and in live chat or video calls.
• Build example projects to reproduce issues in different environments, operating systems, and frameworks.
• Collaborate with Solution Architects to assist in product installation and setup, ensuring successful implementation in various environments.
• Identify and communicate best practices for improving the support process.
• Identify trends in requests, and highlight opportunities to improve the product and docs.
• Contribute to internal and external guides and docs, improving our self-service support materials.
• This position requires availability during JST working hours.
• Guide and train partners to provide Tier 1 support to their customers.

Requirements:

• Undergraduate degree or higher in computer science.
• Fluency in Japanese is required, along with business-level proficiency in English.
• 4+ years experience in machine learning and/or SaaS.
• Excellent communication and presentation skills, both written and verbal.
• Strong problem-solving and analytical skills.
• Programming experience in Python, TypeScript, React, and Go.
• Experience with data engineering, MLOps, and tools such as Docker and Kubernetes.
• Familiarization with multiprocessing and distributed systems.
• Proficiency with one or more of the following packages: TensorFlow, Keras, PyTorch, HuggingFace, Ray.
• Experience with Hyperparameter optimization, dataset versioning tools.
• Experience with cloud platforms (AWS, GCP, Azure).

Strong Plus:

• Experience as a Machine Learning Engineer in a professional setting.
• Experience managing small teams.
• Experience with model training and deployment on GPUs.
• Strong software development skills.
• Business proficient in Korean.

Our Benefits:

• ️ Flexible time off.
• Medical, Dental, and Vision for employees and Family Coverage.
• Remote first culture with in-office flexibility in Tokyo.
• Home office budget with a new high-powered laptop.
• Truly competitive salary and equity.
• Supplemental benefits may be available depending on your location.
• Explore benefits by country.

We encourage you to apply even if your experience doesn't perfectly align with the job description as we seek out diverse and creative perspectives. Team members who love to learn and collaborate in an inclusive environment will flourish with us. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you need additional accommodations to feel comfortable during your interview process, reach out at [e-mail].

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