Ai Customer Support Engineer

Location: London, England; working in the central London office 3–5 days per week

Company

Weights & Biases, part of CoreWeave, provides an AI and machine learning platform, tools, and infrastructure for research teams, startups, and enterprises.

What you will do

• Respond to inbound support requests through email, live chat, and community forums.
• Triage bugs and feature requests according to customer type and issue severity.
• Track responses and follow-ups to meet customer contact SLAs and maintain fast response times.
• Troubleshoot issues with engineering and product teams and provide feedback on product features.
• Identify recurring user issues and improve internal and external documentation and the knowledge base.
• Participate in a 24/7 on-call rotation, including weekend support.

Requirements

• At least 2 years of programming experience through engineering work, a computer science degree, or personal projects.
• Proficiency in Python.
• Experience with machine learning frameworks and tools such as Keras, TensorFlow, PyTorch, PyTorch Lightning, Jupyter notebooks, Colab, or Matplotlib.
• Interest in machine learning and enthusiasm for helping users become effective product users.
• Strong organization, autonomy, proactive process improvement, and clear, thoughtful written communication.
• Availability to work in the central London office 3–5 days per week and participate in 24/7 on-call support.

Nice to have

• Previous machine learning experience.
• Technical customer service experience in a SaaS environment.
• Experience with frontend frameworks.
• Experience with Docker, AWS, GCP, Azure, Kubernetes, or other cloud infrastructure.

Culture & Benefits

• Entrepreneurial environment focused on independent thinking, collaboration, and innovation.
• Growth opportunities in a fast-moving, hyper-growth organization.
• Benefits vary by location and may include healthcare, life and disability insurance, tuition reimbursement, equity programs, parental leave, childcare support, mental wellness benefits, and flexible PTO.
• Casual work environment with catered lunches at office and data center locations.
• Compensation includes base salary, discretionary bonus, equity awards, and a comprehensive benefits program based on eligibility.