Customer Support Engineer - Tier 3

Customer Support Engineer – Tier 3 – Weights & Biases

Core Weave, the AI Hyperscaler™, acquired Weights & Biases to create the most powerful end‑to‑end platform to develop, deploy, and iterate AI faster. Since 2017, Core Weave has operated a growing footprint of data centers covering every region of the US and across Europe, and was ranked as one of the TIME
100 most influential companies of 2024.

Through this integration, we are accelerating the shared mission: to empower developers with the tools and infrastructure they need to push the boundaries of what AI can achieve. As part of this effort, the Customer Support Engineer (Tier
3) plays a pivotal role in ensuring our most complex and business‑critical issues are resolved quickly and effectively.

What You’ll Do

• Own and resolve Tier 3 technical escalations from the support team — highly complex or cross‑functional issues requiring deep technical investigation.
• Perform in‑depth troubleshooting and root cause analysis across Weights & Biases systems, APIs, and integrations.
• Reproduce, isolate, and document bugs for handoff to engineering.
• Develop diagnostic scripts, tools, and automation to improve internal troubleshooting efficiency.
• Serve as a technical advisor to Support Engineers (Tier 1 and Tier 2), mentoring on debugging methodologies and product architecture.
• Identify recurring patterns and propose systemic improvements to reduce future escalations.
• Participate in incident response, post‑mortems, and internal technical documentation.
• Contribute to knowledge base articles and internal wikis to ensure consistent handling of technical cases.
• Participate in a 24/7 on‑call rotation to provide support during weekends.

Who You Are

• 5+ years of professional experience in a technical support, software engineering, or escalations‑focused role.
• Expert in Python, with experience debugging, profiling, and developing production‑grade code.
• Strong background in computer science or software engineering (B.S. in CS or equivalent).
• Deep familiarity with modern AI and machine‑learning ecosystems — from model training and experimentation (PyTorch, Tensor Flow, etc.) to generative AI and LLM development (Hugging Face, Lang Chain, OpenAI, vector databases, etc.).
• Proficient in troubleshooting across distributed systems, APIs, containers, with deep experience in multi‑tenant architectures and tenant isolation.
• Excellent communication skills with the ability to translate complex issues for both technical and non‑technical audiences.
• Demonstrated ability to collaborate effectively with product and engineering teams to drive issue resolution and product improvements.
• Self‑directed, curious, and passionate about improving both user experience and internal processes.
• Proficient with tools like Datadog, Grafana, etc., for production monitoring and incident debugging.

Preferred

• Experience with Docker, Kubernetes, and cloud platforms (AWS, GCP, or Azure).
• Familiarity with GPU‑based compute environments and distributed training workloads.
• Previous experience in incident management, cloud platform or site reliability roles.

What We Offer

• Medical, dental, and vision insurance — 100% paid for by Core Weave.
• Company‑paid life insurance.
• Voluntary supplemental life insurance.
• Short‑ and long‑term disability insurance.
• Flexible Spending Account.
• Health Savings Account.
• Tuition reimbursement.
• Participation in the Employee Stock Purchase Program (ESPP).
• Mental wellness benefits through Spring Health.
• Family‑forming support provided by Carrot.
• Paid parental leave.
• Flexible, full‑service childcare support with Kinside.
• 401(k) with a generous employer match.
• Flexible PTO.
• Catered lunch each day in our office and data center locations.
• A casual work environment.
• A work culture focused on innovative disruption.

Our Workplace

We prioritize a hybrid work environment; remote work may be considered for candidates located more than 30 miles from an office, based on role requirements for specialized skill sets. New hires will be invited to attend onboarding at one of our hubs within their first month. Teams also gather quarterly to support collaboration.

California consumers: this position is limited to California applicants…