AI Customer Support Engineer, Tier I - India
Description For AI Customer Support Engineer, Tier I - India
Weights & Biases, a Series C company with $250M in funding, is seeking an AI Customer Support Engineer to join their growing team. This role combines technical expertise with customer service excellence, supporting users of their AI developer platform. The position offers a unique opportunity to work with cutting-edge ML tools while serving as the face of the company in the APAC region.
The ideal candidate will have strong programming skills, particularly in Python, and experience with machine learning frameworks. You'll be responsible for providing timely support through various channels, troubleshooting technical issues, and maintaining high service standards. This role is perfect for someone who wants to blend technical skills with customer interaction.
The company serves over 1,000 customers, including industry leaders like OpenAI, NVIDIA, Microsoft, and Toyota. They offer a comprehensive benefits package and embrace a remote-first culture. This position provides an excellent opportunity to work with the latest AI technologies while developing both technical and customer service skills.
As part of the support team, you'll play a crucial role in shaping the product roadmap through user feedback and collaboration with engineering teams. The role offers significant growth potential in the rapidly expanding field of AI development tools.
Responsibilities For AI Customer Support Engineer, Tier I - India
- 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 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 knowledge base to resolve issues independently
Requirements For AI Customer Support Engineer, Tier I - India
- 2+ Programming experience from engineering role, computer science degree, or personal projects
- Python expert
- Experience with ML frameworks (Keras, Tensorflow, Pytorch, etc.)
- Passion for connecting with real users
- Good organization skills
- Work autonomously in a self-directed environment
- Proactive process improvement and internal collaboration
- Interest in machine learning
Benefits For AI Customer Support Engineer, Tier I - India
- 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 new high-powered laptop
- Competitive salary and equity
- 12 weeks of Parental leave (U.S. specific)
- 401(k) (U.S. specific)
- Supplemental benefits based on location
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