AI Customer Support Engineer, Tier I - UK (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 foundation model builders. - The role involves providing support for customers in EMEA, responding to inbound support requests, and collaborating with engineering and product teams. Key Responsibilities: - Quickly respond 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 a knowledge base to resolve issues independently. - Maintain a fast response time for the entire user base. - Work autonomously and proactively improve processes. - Answer messages with a kind, thoughtful tone. Requirements/Skills/Qualifications: - 2+ years of programming experience, preferably in engineering or computer science. - Python expertise. - Familiarity with Docker, AWS, GCP, Azure, and ML frameworks/tools like Keras, Tensorflow, Pytorch, etc. - Passion for connecting with real users and enabling them to be power users. - Good organization skills for managing requests. - Ability to work independently and collaboratively. - Interest in machine learning and GenAI. - Strong plus: experience in small-stage startups, machine learning/GenAI, customer service in technical SaaS, frontend frameworks, Kubernetes, etc. Compensation & Benefits: - Competitive salary and equity. - Flexible time off and remote work options. - 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. - 12 weeks of parental leave (U.S. specific). - 401(k) (U.S. specific). - Supplemental benefits may vary by location. - Equal opportunity employer. - Accommodations for interview process can be arranged upon request.