CoreWeave is The Essential Cloud for AI™. Built for pioneers by pioneers, CoreWeave delivers a platform of technology, tools, and teams that enables innovators to build and scale AI with confidence.
Support is a deep part of our culture here at Weights And Biases by CoreWeave.
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+ 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, colabs, 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.
Compensation
The base salary range for this role is $99,000 to $145,000.
Total rewards package includes a discretionary bonus, equity awards, and a comprehensive benefits program.