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

Overview: - Weights & Biases is a Series C company focused on building tools for AI developers and ML practitioners. - Serves over 1,000 customers and more than 30 foundation model builders. - Offers a comprehensive AI developer platform for deep learning models and generative AI applications. Key Responsibilities: - Respond quickly to all inbound support requests via email, live chat, and community forums. - Triage bugs and requests based on customer type and issue severity. - Track inbound and outbound responses to meet SLAs. - Collaborate with engineering and product teams for troubleshooting and feature feedback. - Identify trends in user messages to improve internal or external documentation. - Build up knowledge base to resolve issues independently. Requirements/Skills/Qualifications: - 2+ years of programming experience, preferably in Python and ML frameworks (Keras, Tensorflow, Pytorch, etc.). - Experience with Jupyter notebooks, colabs, matplotlib, and other ML tools. - Passion for connecting with real users and enabling them to be power users. - Good organization skills for managing assigned requests. - Ability to work autonomously and proactively improve processes. - Strong communication skills with a kind, thoughtful tone. - Interest in machine learning and experience in technical SaaS environments. - Experience with Docker, AWS, GCP, Azure, Kubernetes, and frontend frameworks. - Previous experience in a small-stage startup. Compensation & Benefits: - Competitive salary and equity. - Flexible time off and remote work options. - Medical, dental, and vision coverage for employees and family. - 401(k) plan (U.S. specific). - 12 weeks of parental leave (U.S. specific). - Home office budget with a new high-powered laptop. - Supplemental benefits may vary by location. - Equal opportunity employer with accommodations available for interview process.