Customer Support Engineer, Machine Learning - EMEA (Remote)

Key Skills

Jupyter Notebook, Keras software library, Machine learning techniques, matplotlib, Object-Oriented programming (OO languages), Python Programming, PyTorch, SaaS, Software Development, TensorFlow, Unix Operating system

Job 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.

ML engineers love using our tools day to day as a core part of their workflows, and our user base is growing quickly. We're hiring a Customer Support Engineer to help maintain world-class support as we grow.

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 EMEA 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 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
  Strong Plus if you have:Have worked in a small stage startup previously
• Customer service experience in a technical SaaS environment
• Experience in frontend/backend frameworks