AI Customer Support Engineer, Tier II
Description For AI Customer Support Engineer, Tier II
Weights & Biases, a Series C company with $250M in funding, is revolutionizing the AI development landscape with their comprehensive AI developer platform. As a Tier 2 Support Engineer in Tokyo, you'll be at the forefront of supporting over 1,000 customers, including industry giants like OpenAI, NVIDIA, Microsoft, and Toyota. This role combines technical expertise in machine learning with customer-facing support, requiring proficiency in multiple programming languages and ML frameworks. You'll work closely with various teams to enhance the customer experience and shape support processes in the APAC region. The position offers a blend of technical problem-solving, documentation, and customer interaction, with significant growth opportunities as the team scales. The ideal candidate should have strong technical foundations in ML/AI, excellent communication skills in both Japanese and English, and experience with modern development tools and cloud platforms. The company offers competitive compensation and comprehensive benefits, fostering an inclusive, learning-oriented environment that values diverse perspectives.
Responsibilities For AI Customer Support Engineer, Tier II
- Act as Tier 1 point of contact for customer support in direct customer accounts and provide Tier 2 support
- Manage escalated questions from users and partners in a prioritized system
- Investigate and troubleshoot issues through customer conversations
- Build example projects to reproduce issues across different environments
- Collaborate with Solution Architects for product installation and setup
- Identify and communicate support process improvement practices
- Identify request trends and improvement opportunities
- Contribute to internal and external documentation
- Work during JST hours
- Guide and train partners for Tier 1 support
Requirements For AI Customer Support Engineer, Tier II
- Undergraduate degree or higher in computer science
- Fluency in Japanese and business-level English proficiency
- 4+ years experience in machine learning and/or SaaS
- Excellent communication and presentation skills
- Strong problem-solving and analytical skills
- Programming experience in Python, TypeScript, React and Go
- Experience with data engineering, MLOps, and tools like Docker and Kubernetes
- Familiarity with multiprocessing and distributed systems
- Proficiency with TensorFlow, Keras, PyTorch, HuggingFace, Ray
- Experience with Hyperparameter optimization, dataset versioning tools
- Experience with cloud platforms (AWS, GCP, Azure)
Benefits For AI Customer Support Engineer, Tier II
- Flexible time off
- Medical, Dental, and Vision for employees and Family Coverage
- Remote first culture with in-office flexibility in Tokyo
- Home office budget with a new high-powered laptop
- Competitive salary and equity
- Supplemental benefits based on location
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