Technical Support Engineer II - W&B EMEA

Coreweave; United States; Hybrid; USD 79,000 - 119,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

Life and disability coverage

Tuition reimbursement and ESPP

Job summary

Coreweave is hiring a customer-facing technical support specialist embedded in our machine learning platform team. You will resolve highly technical user inquiries across email, live chat, and community forums, combining programming and ML knowledge with empathetic communication to empower users to become power users of the product.

Based in central London, the role requires in‑office presence 3–5 days per week and participation in a 24/7 on‑call rotation.

Qualifications

• 2+ years of programming experience in an engineering role
• Proficient in Python
• Hands-on experience with ML frameworks (e.g., PyTorch, TensorFlow, Keras, Notebook tools)
• Strong written communication and organizational skills

Responsibilities

• Respond to inbound support requests via email, live chat, and community forums within defined SLA targets
• Triage bug reports and feature requests based on customer type and severity
• Track inbound and outbound communications to ensure timely follow-up for every message
• Collaborate with engineering and product teams during troubleshooting and feature feedback loops
• Recognize trends across user messages to identify gaps in internal or external documentation
• Build deep product knowledge and grow the team’s knowledge base to resolve recurring issues independently

Skills

Python

ML frameworks

Written communication

Programming experience

Problem solving

Education

Computer Science degree

Tools

Docker

AWS

GCP

Azure

Kubernetes

Job description

Role overview

A customer-facing technical support role embedded within a machine learning platform team, focused on resolving highly technical user inquiries across email, live chat, and community forums. The position pairs programming and ML knowledge with empathetic customer communication, helping users become power users of the product. The role is based in central London with an in‑office expectation of 3-5 days per week and participation in a 24/7 on‑call rotation.

Responsibilities

• Respond to inbound support requests via email, live chat, and community forums within defined SLA targets
• Triage bug reports and feature requests based on customer type and severity
• Track inbound and outbound communications to ensure timely follow‑up for every message
• Collaborate with engineering and product teams during troubleshooting and feature feedback loops
• Recognize trends across user messages to identify gaps in internal or external documentation
• Build deep product knowledge and grow the team’s knowledge base to resolve recurring issues independently

Requirements

• 2+ years of programming experience from an engineering role, computer science degree, or substantial personal projects
• Python proficiency
• Hands‑on experience with at least one ML framework such as PyTorch, TensorFlow, Keras, TensorBoard, PyTorch Lightning, Jupyter notebooks, or Colab
• Strong organizational habits to manage concurrent requests and oversee follow‑ups
• Self‑directed work style with a proactive approach to process improvement
• Clear, kind written communication that makes users feel appreciated and connected to the team

Nice to have

• Prior machine learning experience through work or projects
• Customer support experience in a technical SaaS environment
• Frontend framework experience
• Working knowledge of Docker and one or more cloud platforms such as AWS, GCP, or Azure
• Familiarity with Kubernetes or other cloud infrastructure tooling

Benefits and work setup

• Office presence required 3-5 days per week at a central London location
• 24/7 on‑call rotation including weekend coverage
• Benefits vary by location and are shared during the hiring process; the listing references a broader package covering health, dental, and vision insurance, life and disability coverage, FSA and HSA options, tuition reimbursement, ESPP participation, mental wellness support, family‑forming benefits, paid parental leave, childcare assistance, retirement plan matching, and flexible PTO