AI Support Engineer Tier I

New

Skills

AWS Docker Engineer Keras Machine Learning Matplotlib Python Pytorch

Join Weights & Biases as an AI Customer Support Engineer - Tier I and become a vital part of our mission to empower AI developers worldwide. As the first line of support in the APAC region, you will engage with users, address their technical queries, and help shape our platform by relaying valuable feedback to our engineering and product teams. This fully remote role offers the opportunity to collaborate in a fast-moving, inclusive environment while building your programming and machine learning expertise.

Job Overview

Weights & Biases is a leading provider of tools for AI and ML practitioners, serving over 1,000 organizations globally. We pride ourselves on delivering exceptional customer support and fostering a culture where user feedback drives product innovation. As an AI Customer Support Engineer, you will interact with a diverse customer base, ensure timely responses to technical inquiries, and contribute to continuous process improvements.

Key Responsibilities
  • Respond promptly to inbound support requests via email, live chat, and community forums.
  • Triage bugs and feature requests according to customer type and issue severity.
  • Track communications to ensure Service Level Agreements (SLAs) are consistently met.
  • Collaborate with engineering and product teams to troubleshoot and resolve complex issues.
  • Identify trends in user feedback to enhance documentation and internal processes.
Required Skills & Qualifications
  • 2+ years of programming experience or relevant computer science background.
  • Expertise in Python and familiarity with ML frameworks (e.g., Keras, TensorFlow, PyTorch).
  • Hands-on experience with tools such as Jupyter notebooks, Colab, and matplotlib.
  • Strong organizational skills and ability to manage multiple support requests autonomously.
  • Excellent communication skills with a user-focused, empathetic approach.
  • Interest in machine learning and eagerness to expand technical knowledge.
  • Proactivity in identifying process improvements and collaborating with cross-functional teams.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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