Remote Customer Support Engineer, Machine Learning - US (Remote)

Description:

• Weights & Biases is seeking a Customer Support Engineer specializing in Machine Learning to assist AI developers.
• The company focuses on providing tools for ML practitioners to build better models.
• As a Customer Support Engineer, you will handle inbound support requests through email, live chat, and community forums.
• Responsibilities include triaging bugs and requests, tracking responses to meet SLAs, and collaborating with the engineering and product team.
• The role involves recognizing trends in user messages, learning W&B product features, and building a knowledge base to resolve issues independently.
• The position requires quick responses to user inquiries and acting as the face of the company in North American Time Zones.

Requirements:

• Must have 2+ years of programming experience, either from an engineering role, computer science degree, or personal projects.
• Proficiency in Python is essential.
• Experience with ML frameworks and tools such as Keras, Tensorflow, Pytorch, Jupyter notebooks, etc., is required.
• Passion for engaging with users and helping them maximize product usage.
• Ability to work autonomously, organize requests, and improve processes collaboratively.
• Strong communication skills with a kind and thoughtful tone in responses.
• Interest in machine learning is a must.

Benefits:

• Enjoy flexible time off and medical, dental, and vision coverage for employees and family.
• Remote-first culture with in-office flexibility in San Francisco.
• Receive a home office budget with a new high-powered laptop.
• Competitive salary and equity package.
• 12 weeks of parental leave and 401(k) benefits for U.S. employees.
• Additional supplemental benefits may be available based on location.