Product Support Engineer (APAC)

About Weaviate

Weaviate is an AI startup with open source and creativity at its core. Our AI-native vector database uses machine learning to create meaningful insights from unstructured data in a completely new way. Named one of Forbes’ Top 50 AI startups, and with over a million monthly downloads, Weaviate is quickly growing in popularity with developers and enterprises alike.

Our team members work remotely across the globe with the flexibility to work from anywhere and at any time. Our people experience this as a massive benefit! Operating with a strong sense of ownership and collaboration, our teams prioritize results while empowering each individual to do their best work.

About this role

As a member of Weaviate’s Product Support team, you will provide technical assistance and ensure our clients can effectively utilize our vector database to its fullest potential. You will work closely with clients to troubleshoot issues, guide them through complex setups, and ensure their success with our products. You will use your learnings and experience to instill repeatable processes and playbooks into our Support organization to ensure Weaviate can scale effectively as our customer base grows. Your role is critical in fostering positive customer experiences and sustaining the high-quality standard of Weaviate's support services.

This is what you’ll be doing

• Provide expert technical support for Weaviate's products, assisting customers with troubleshooting, configuration, and usage best practices.
• Collaborate with our engineering teams to diagnose and resolve software issues, ensuring high availability and performance for all users.
• Develop and maintain comprehensive documentation, including FAQs, how-to guides, and troubleshooting tips to help customers effectively use our products.
• Monitor and respond to support tickets in a timely and empathetic manner, prioritizing customer needs and feedback.
• Contribute to product development by reporting back customer feedback and participating in planning sessions to discuss improvements or new features.
• Offer guidance and support to customers during product updates, migrations, and deployments.
• Contribute to the evolution of our Support team by designing and implementing the activities, playbooks and structures required to support our growing customer base.

What we are looking for

• 5+ years of experience in a technical support, customer service, or similar role within the tech industry, preferably with a focus on software or database technologies.
• Experience with Python and/or Go.
• Knowledge of SME in AI use cases and technology (generative search, RAG implementation, vector DBs).
• Strong problem-solving skills and the ability to diagnose and resolve complex technical issues.
• Familiarity with cloud services (AWS, GCP, Azure) and infrastructure as code tools like Terraform and Kubernetes.
• Experience with monitoring tools like Grafana and Prometheus is advantageous.
• Exceptional communication skills, capable of explaining complex technical concepts in clear, customer-friendly language.
• A proactive, customer-first mindset, with a dedication to resolving customer issues and enhancing their experience with our products.
• Ability to work independently, managing your workload and priorities in a remote work environment.
• Alignment with Weaviate's company values, demonstrating a commitment to innovation, quality, and teamwork.
• Location: Remote, based between UTC +5 - UTC+12 to help support our growing global customer base.

What we offer

• 100% remote with lots of flexibility, read more here.
• Competitive compensation, including flexible paid time off.
• Budget available to spend on going to conferences, co-working space, home office equipment, etc.
• Work with very experienced and fun team members.
• An atmosphere that encourages learning and personal growth, and that gives you lots of freedom, flexibility, and responsibilities.

Are you interested?

Have a look at this page to learn what you can expect from our interview process. Be aware that conducting a background check is part of our onboarding.

If you are interested in Weaviate and this role, you can apply via the ‘apply now!’ button below. All of our communication will be done in response to your application. If you have any questions feel free to reach out to our recruiter via the application. In this way, we ensure that our people can focus on doing their best work.