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    Customer Support Engineer - San Francisco, United States - WeightsBiases

    WeightsBiases
    WeightsBiases San Francisco, United States

    3 weeks ago

    Default job background
    Description
    At Weights & Biases, our mission is to build the best developer tools for machine learning. Weights & Biases is a series C company with $250 million in funding and a rapidly growing user base.

    Our platform is an essential piece of the daily work for machine learning engineers, from academic research institutions like FAIR and UC Berkeley to massive enterprise teams including iRobot, OpenAI, Toyota Research Institute, Samsung, NVIDIA, Salesforce, Blue Cross Blue Shield, Lyft, and more.

    Support is a deep part of our culture here at W&B.

    We believe that the best way to build a great product is to listen to real users and follow their lead to shape our priorities and roadmap.

    In this role, you will work on a diverse set of problems in a fast-moving environment, collaborate cross-functionally with our team to support our users and help shape our product.

    Your main goal will be to quickly get answers to all user messages.

    Customers write in with highly technical questions, suggestions, or bug reports, and we need to give them timely responses to fulfill SLAs.

    In this role, you will act as the face of the company and the first line of support in North American Time Zones.

    Ideally, we're looking for someone with technical skills who would like to support our customer base.

    If you've found yourself wanting to be more external but still build programming/machine learning skills, this is the role for you.


    Responsibilities:
    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 W&B product features and build up knowledge base to resolve issues on your own

    Requirements:

    2+ Programming experience, from either an engineering role, a computer science degree, or personal projects
    Python expert
    Experience using any of the following: Keras, Tensorborad, 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

    Strong Plus:
    Have worked in a small-stage startup previously
    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

    Our Benefits:
    Flexible time off
    Medical, Dental, and Vision for employees and Family Coverage
    Remote first culture with in-office flexibility in San Francisco
    Home office budget with a new high-powered laptop
    Truly competitive salary and equity
    12 weeks of Parental leave (U.S. specific)
    401(k) (U.S. specific)
    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
    #LI-Remote
    #J-18808-Ljbffr
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