AI Customer Support Engineer, Tier II - Tokyo (Hybrid)

At Weights & Biases, our mission is to build the best tools for AI developers. We founded our company on the insight that while there were excellent tools for developers to build better code, there were no similarly great tools to help ML practitioners build better models. Starting with our first experiment tracking product, we have since expanded our solution into a comprehensive AI developer platform for organizations focused on building their own deep learning models and generative AI applications.
Weights & Biases is a Series C company with $250M in funding and over 200 employees. We proudly serve over 1,000 customers and more than 30 foundation model builders including customers such as OpenAI, NVIDIA, Microsoft, and Toyota.
As a Tier 2 Support Engineer, you'll partner with our Customer Success, Product, Marketing, and Engineering teams to own the technical aspect of the customer lifecycle, serving as the primary escalation point for the support team and demonstrating the value Weights & Biases can provide to the Machine Learning Workflows of our customers. As an early member of our Support Team in the APAC region, you will handle questions escalated from users and partners directly and have the opportunity to help shape our processes and practices. This is a position that has a lot of opportunity for growth as our team continues to scale.

Responsibilities:

• Act as Tier 1 point of contact for customer support in direct customer accounts in addition to providing Tier 2 support.
• Manage all the questions escalated from users and partners in an organized system of prioritized requests
• Investigate and troubleshoot issues in direct conversation with customers, both asynchronously and in live chat or video calls
• Build example projects to reproduce issues in different environments, operating systems, and frameworks
• Collaborate with Solution Architects to assist in product installation and setup, ensuring successful implementation in various environments
• Identify and communicate best practices for improving the support process
• Identify trends in requests, and highlight opportunities to improve the product and docs
• Contribute to internal and external guides and docs, improving our self-service support materials
• This position requires availability during JST working hours
• Guide and train partners to provide Tier 1 support to their customer

Requirements:

• Undergraduate degree or higher in computer science
• Fluency in Japanese is required, along with business-level proficiency in English
• 4+ years experience in machine learning and/or SaaS
• Excellent communication and presentation skills, both written and verbal
• Strong problem-solving and analytical skills
• Programming experience in Python, TypeScript, React and Go
• Experience with data engineering, MLOps, and tools such as Docker and Kubernetes
• Familiarization with multiprocessing and distributed systems
• Proficiency with one or more of the following packages: TensorFlow, Keras, PyTorch, HuggingFace, Ray
• Experience with Hyperparameter optimization, dataset versioning tools
• Experience with cloud platforms (AWS, GCP, Azure)

Strong Plus:

• Experience as a Machine Learning Engineer in a professional setting
• Experience managing small teams
• Experience with model training and deployment on GPUs
• Strong software development skills
• Business proficient in Korean

Our Benefits:

• 🏝️ 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
• 🥇 Truly competitive salary and equity
• Supplemental benefits may be available depending on your location
• Explore benefits by country

We encourage you to apply even if your experience doesn't perfectly align with the job description as we seek out diverse and creative perspectives. Team members who love to learn and collaborate in an inclusive environment will flourish with us. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you need additional accommodations to feel comfortable during your interview process, reach out at careers@wandb.com.
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