AI Customer Support Engineer, Weights & Biases
Tier I, EMEA
+ Equity
More information about location
MLOps platform for developers
Be an early applicant
MLOps platform for developers
201-500 employees
Be an early applicant
+ Equity
More information about location
201-500 employees
Company mission
Weights & Biases's mission is to build the best tools for machine learning.
Role
Who you are
- 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
- 2+ Programming experience, from either an engineering role, a computer science degree, or personal projects
- Python expert
- Familiarity with some of the following deployment tools: Docker, AWS, GCP, Azure
- 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 and GenAI
Desirable
- Have worked in a small-stage startup previously
- Previous experience in machine learning or GenAI
- Customer service experience in a technical SaaS environment
- Experience in frontend frameworks
- Experience with Kubernetes or other cloud infrastructures
What the job involves
- 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 EMEA
- 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 the issue
- Track inbound and outbound responses to ensure contact SLAs are being met
- Maintain a fast response time for the 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 a knowledge base to resolve issues on your own
Salary benchmarks
Our take
Weights & Biases (W&B) builds development tools for machine learning, helping businesses to create and use deep learning models. In order for deep learning to work, it’s necessary for companies to be able to monitor how the models are behaving as they are trained. With over 200,000 customers, W&B has differentiated itself from its competitors such as IBM Watson Studio and Valohai by focusing exclusively on machine learning practitioners and not on sales aspects of the technology, and by its competitive pricing.
The company has also launched a product to help different parties collaborate on machine learning models. This is geared at researchers, reducing the need for them to rerun their training examples repeatedly. Over time, this will help to move machine learning technology forward. What's more, W&B's technology is free for personal and academic use, which has fueled adoption enormously, and it is now being used by research institutions such as UC Berkeley and enterpise companies like Samsung and Salesforce.
The dependence on machine learning is growing as more and more companies begin to use artificial intelligence to handle business tasks, so demand for this sort of software is rising. Having raised substantial funding, W&B is moving to futher develop its product, grow its team and increase its marketing reach.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Aug 2023
$50m
LATE VC
Oct 2021
$135m
SERIES C
Total funding: $250m
Company benefits
- 🏝️ Unlimited vacation time
- 🩺 100% Medical, Dental, and Vision for employees and Family Coverage
- 🏠 Remote first culture with in-office flexibility in San Francisco
- 💵 $500 home office budget with new high-powered laptop
- 🥇 Truly competitive salary and equity
- 🚼 12 weeks of Parental leave
- 📈 401(k)
Company values
- We're building a culture where people love coming to work to build cool things and collaborate with other smart people
- It’s important to us that everyone feels comfortable being themselves and being honest with each other, and all of us take responsibility for making our customers successful
- We love to work with people who are driven, kind and proactive
- We care about diversity and if you are part of an underrepresented minority, we especially encourage you to apply to work here
- We are contributing to responsible AI with tools for transparency and reproducibility in model development and deployment
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Chris Van Pelt
(CISO)Earned a BA in Computer Science at Hope College. Previously Lead Engineer and Founder of Figure Eight (acquired by Appen).
Lukas Biewald
(CEO)Earned a BS in Mathematics and MS in Computer Science from Stanford University. Previously Research Scientist and Founder, CEO of Figure Eight (acquired by Appen).
Shawn Lewis
(CTO)Earned his BS in Computer Engineering at Virginia Tech. Previously Engineer at Google and Founder at Beep Networks.
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