AI Customer Support Engineer, Tier I - EMEA
Description For AI Customer Support Engineer, Tier I - EMEA
Weights & Biases, a Series C company with $250M in funding, is seeking an AI Customer Support Engineer for their EMEA operations. This role combines technical expertise with customer service, supporting users of their AI developer platform. The position requires strong programming skills, particularly in Python, and knowledge of ML frameworks. You'll be the first line of support in EMEA, handling technical questions, bug reports, and feature requests while maintaining quick response times and SLAs. The role offers an opportunity to work with cutting-edge AI technology while supporting major clients like OpenAI and NVIDIA. The company provides comprehensive benefits, including flexible time off, health coverage, and competitive compensation. This position is ideal for technically-skilled individuals who want to combine programming knowledge with customer-facing responsibilities in a fast-growing AI company.
Responsibilities For AI Customer Support Engineer, Tier I - EMEA
- 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 the issue
- Track inbound and outbound responses to ensure contact SLAs are being met
- Maintain a fast response time for the entire user base
- Collaborate with the engineering and product team when troubleshooting issues
- Recognize trends in user messages to help identify areas of improvement in documentation
- Learn product features and build up a knowledge base to resolve issues independently
Requirements For AI Customer Support Engineer, Tier I - EMEA
- 2+ Programming experience from engineering role, computer science degree, or personal projects
- Python expert
- Familiarity with deployment tools: Docker, AWS, GCP, Azure
- Experience with ML frameworks: Keras, Tensorflow, Pytorch, Jupyter notebooks
- Passion for connecting with real users
- Good organization skills
- Work autonomously in a self-directed environment
- Interest in machine learning and GenAI
Benefits For AI Customer Support Engineer, Tier I - EMEA
- Flexible time off
- Medical, Dental, and Vision for employees and Family Coverage
- 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 depending on location
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