Manager, Technical Support Engineering

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. By bringing together Core Weave’s industry-leading cloud infrastructure with the best-in-class tools AI practitioners know and love from Weights & Biases, we’re setting a new standard for how AI is built, trained, and scaled.

The integration of our teams and technologies is accelerating our shared mission: to empower developers with the tools and infrastructure they need to push the boundaries of what AI can do. From experiment tracking and model optimization to high-performance training clusters, agent building, and inference at scale, we’re combining forces to serve the full AI lifecycle — all in one seamless platform.

Weights & Biases has long been trusted by over 1,500 organizations — including AstraZeneca, Canva, Cohere, OpenAI, Meta, Snowflake, Square,Toyota, and Wayve — to build better models, AI agents and applications. Now, as part of Core Weave, that impact is amplified across a broader ecosystem of AI innovators, researchers, and enterprises.

As we unite under one vision, we’re looking for bold thinkers and agile builders who are excited to shape the future of AI alongside us. If you're passionate about solving complex problems at the intersection of software, hardware, and AI, there's never been a more exciting time to join our team.

Support is a deep part of our culture here at Weights & Biases by Core Weave. We believe the best way to build a great product is to listen to real users and follow their lead to shape our priorities and roadmap. As Manager, Technical Support Engineering, you'll lead a team of support engineers, helping them grow, operate at a high level, and deliver best-in-class experiences for our users every day.

About the role:

• Lead, coach, and develop a team of Technical Support Engineers, setting a high bar for quality, responsiveness, and technical depth
• Own team performance against SLA commitments, identifying and addressing gaps in coverage, tooling, and process
• Partner cross-functionally with Engineering, Product, and Field Engineering to surface customer trends, elevate critical issues, and close the feedback loop between users and builders
• Build and maintain a culture of curiosity and continuous learning — helping your team stay sharp on the W&B product and the broader AI/ML ecosystem
• Hire, onboard, and ramp new team members, setting them up for success from day one
• Develop team members’ careers through regular 1:1s, structured feedback, and growth-oriented development plans
• Identify systemic gaps in documentation, tooling, or process and drive improvements in collaboration with internal stakeholders
• Represent the voice of the customer in cross-functional discussions, translating support trends into actionable product insights
• Own the on-call rotation structure for weekend and off-hours coverage across the team

• 4+ years of experience managing a technical support or field engineering team, ideally in a SaaS or AI/ML environment
• Hands-on technical background — you've worked in a support, engineering, or ML role and can speak credibly about the problems your team is solving
• Experience working in a high-growth startup or fast-moving technology company, where the roadmap shifts and you've had to adapt quickly
• Strong cross-functional collaborator — you build relationships across teams and know how to influence without authority
• Data-driven approach to team management: you track what matters, spot trends, and use metrics to drive decisions
• Clear, direct communicator who gives feedback with care and holds the team to a high standard
• Passion for AI/ML and genuine interest in the tools and workflows your customers use every day

• Familiarity with the Weights & Biases product or experience supporting ML practitioners
• Experience with cloud infrastructure (AWS, GCP, Azure) or Kubernetes in a support or technical…