Customer Support Engineer, Weights & Biases

• 2+ Programming experience, from either an engineering role, a computer science degree, or personal projects
• Python expert
• Experience in machine learning algorithms
• Experience with object oriented programming, basic software development skills, basic unix commands, etc
• 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 followup for every message
• Work autonomously in a self-directed environment
• Proactively find ways to improve processes and collaborate internally

Desirable

• 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