AI Customer Support Engineer, Tier I - EMEA (Remote)

Overview: - Weights & Biases is a Series C company focused on building tools for AI developers and ML practitioners. - The company has $250M in funding, over 200 employees, and serves more than 1,000 customers including major foundation model builders. - The role is centered on providing support for customers in EMEA, with a focus on technical questions, suggestions, and bug reports. Key Responsibilities: - Respond promptly to all inbound support requests via email, live chat, and community forums. - Triage bugs and requests by customer type and issue severity. - Track inbound and outbound responses to meet contact SLAs. - Collaborate with engineering and product teams to troubleshoot issues and provide feedback. - Identify trends in user messages to improve internal or external documentation. - Build a knowledge base to independently resolve issues. - Maintain a kind and thoughtful tone in communications. - Proactively improve processes and collaborate internally. Requirements/Skills/Qualifications: - 2+ years of programming experience, preferably in an engineering role, computer science degree, or personal projects. - Python expertise. - Familiarity with deployment tools: Docker, AWS, GCP, Azure. - Experience with ML frameworks and tools: Keras, Tensorflow, Pytorch, Pytorch Lightning, Jupyter notebooks, colabs, matplotlib. - Passion for connecting with real users and enabling them to be power users. - Good organization skills for managing assigned requests. - Ability to work autonomously in a self-directed environment. - Interest in machine learning and GenAI. - Strong plus: - Previous experience in a small-stage startup. - Experience in machine learning or GenAI. - Customer service experience in a technical SaaS environment. - Experience with frontend frameworks. - Experience with Kubernetes or other cloud infrastructures. Compensation & Benefits: - Flexible time off policies. - Medical, Dental, and Vision coverage for employees and family. - Remote-first culture with in-office flexibility in San Francisco. - Home office budget with a new high-powered laptop. - Competitive salary and equity. - 12 weeks of Parental leave (U.S. specific). - 401(k) (U.S. specific). - Supplemental benefits may vary by location. - Equal opportunity employer policy. - Accommodations available during the interview process.