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 SaaS environment
- Experience in frontend frameworks
- Experience with Docker, AWS, GCP, Azure
- Experience with Kubernetes or other cloud infrastructures
Our Benefits:
- 🏝️ Flexible time off
- 🩺 Medical, Dental, and Vision for employees and Family Coverage
- 🏠 Remote first culture with in-office flexibility in San Francisco
- 💵 Home office budget with a new high-powered laptop
- 🥇 Truly competitive salary and equity
- 🚼 12 weeks of Parental leave (U.S. specific)
- 📈 401(k) (U.S. specific)
- Supplemental benefits may be available depending on your location
- Explore benefits by country
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