Responsibilities:

• Quickly respond to all inbound support requests including email, live chat and community forums
• Triage bugs and requests based on customer type and severity of issue
• Track inbound and outbound responses to ensure contact SLAs are being met
• Maintain a fast response time for entire user base
• Collaborate with the engineering and product team when troubleshooting issues and providing feedback on features
• Recognize trends in user messages to help identify areas of improvement in internal or external documentation
• Learn W&B product features and build up knowledge base to resolve issues on your own

Requirements:

• Must be based in Argentina or Uruguay, with a preference for candidates in Buenos Aires or Montevideo
• Fluent in English, both written and spoken, in order to communicate with our global team and stakeholders
• 2+ Programming experience, from either an engineering role, a computer science degree, or personal projects
• Python expert
• Experience using any of the following: Keras, Tensorborad, Tensorflow, Pytorch, Pytorch Lightning, Jupyter notebooks, colabs, matplotlib and other ML frameworks and tools
• A passion for connecting with real users and enabling them to be power users of the product
• Good organization of assigned requests to oversee timely follow-up for every message
• Work autonomously in a self-directed environment
• Proactively find ways to improve processes and collaborate internally
• Answer messages with a kind, thoughtful tone that makes users feel appreciated and connected to our team
• Interest in machine learning

Strong Plus:

• Have worked in a small-stage startup previously
• Previous experience in machine learning
• Customer service experience in a technical Saa S environment
• Experience in frontend frameworks
• Experience with Docker, AWS, GCP, Azure
• Experience with Kubernetes or other cloud infrastructures

Our Benefits:

• \u D83C\u DFDD️ Flexible time off
• \u D83E\u DE7A Medical, Dental, and Vision for employees and Family Coverage
• \u D83C\u DFE0 Remote first culture with in-office flexibility in San Francisco
• \u D83D\u DCB5 Home office budget with a new high-powered laptop
• \u D83E\u DD47 Truly competitive salary and equity
• \u D83D\u DEBC 12 weeks of Parental leave (U.S. specific)
• \u D83D\u DCC8 401(k) (U.S. specific)
• Supplemental benefits may be available depending on your location