Where is this Customer Support Engineer - Tier 3 - Weights & Biases position located?

This is an on-site position at Weights & Biases located in Livingston, NJ / New York, NY / Sunnyvale, CA / Bellevue, WA, North America.

What is Weights & Biases?

Weights & Biases is actively hiring for Support roles. Visit the company page to see all open positions and learn more about working at Weights & Biases.

Customer Support Engineer - Tier 3 - Weights & Biases

$165k - $242k

Weights & Biases Livingston, NJ / New York; NY / Sunnyvale, CA / Bellevue; WA 3 days ago

support

CoreWeave, the AI Hyperscaler™, acquired Weights & Biases to create the most powerful end-to-end platform to develop, deploy, and iterate AI faster. Since 2017, CoreWeave has operated a growing footprint of data centers covering every region of the US and across Europe, and was ranked as one of the TIME100 most influential companies of 2024. By bringing together CoreWeave’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 CoreWeave, 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.

As Weights & Biases and CoreWeave unite to deliver the most powerful AI development platform, the Customer Support Engineer (Tier 3) plays a pivotal role in ensuring our most complex and business-critical issues are resolved quickly and effectively.

This role serves as the bridge between Support and Engineering, diving deep into escalated technical challenges, identifying root causes, and partnering closely with engineering teams to ensure long-term fixes and improvements. Your work enables our engineers to stay focused on building and scaling the platform while ensuring our customers receive the highest level of technical care.

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, postmortems, 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 experience).
Deep familiarity with modern AI and machine learning ecosystems — from model training and experimentation (PyTorch, TensorFlow, etc.) to generative AI and LLM development (Hugging Face, LangChain, OpenAI, vector databases, etc.)
Proficient in troubleshooting across distributed systems, APIs, containers, and have deep experience with 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.

The base salary range for this role is $165,000 to $242,000. The starting salary will be determined based on job-related knowledge, skills, experience, and market location. We strive for both market alignment and internal equity when determining compensation. In addition to base salary, our total rewards package includes a discretionary bonus, equity awards, and a comprehensive benefits program (all based on eligibility).

What We Offer

The range we’ve posted represents the typical compensation range for this role. To determine actual compensation, we review the market rate for each candidate which can include a variety of factors. These include qualifications, experience, interview performance, and location.

In addition to a competitive salary, we offer a variety of benefits to support your needs, including:

Medical, dental, and vision insurance - 100% paid for by CoreWeave
Company-paid Life Insurance
Voluntary supplemental life insurance
Short and long-term disability insurance
Flexible Spending Account
Health Savings Account
Tuition Reimbursement
Ability to Participate in 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

While 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 Consumer Privacy Act - California applicants only

CoreWeave is an equal opportunity employer, committed to fostering an inclusive and supportive workplace. All qualified applicants and candidates will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

As part of this commitment and consistent with the Americans with Disabilities Act (ADA), CoreWeave will ensure that qualified applicants and candidates with disabilities are provided reasonable accommodations for the hiring process, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed, please contact: careers@coreweave.com.

Export Control Compliance

This position requires access to export controlled information. To conform to U.S. Government export regulations applicable to that information, applicant must either be (A) a U.S. person, defined as a (i) U.S. citizen or national, (ii) U.S. lawful permanent resident (green card holder), (iii) refugee under 8 U.S.C. § 1157, or (iv) asylee under 8 U.S.C. § 1158, (B) eligible to access the export controlled information without a required export authorization, or (C) eligible and reasonably likely to obtain the required export authorization from the applicable U.S. government agency. CoreWeave may, for legitimate business reasons, decline to pursue any export licensing process.