Description:
In this role, you will act as the technical owner and trusted engineering partner for a select group of strategic customers. You’ll gain deep insight into their architectures, workloads, and scaling needs, helping them proactively optimize their use of our platform and quickly resolve the most complex issues impacting their success. Your work ensures that our customers can move fast with confidence, while enabling product and engineering teams to focus on building and innovating.
What You’ll Do
- Serve as the primary technical partner for a portfolio of top-tier enterprise customers, owning reliability, performance, and operational success for their critical workloads.
- Develop a deep understanding of each customer’s architecture and ML workloads to provide proactive guidance, best practices, and optimization strategies.
- Troubleshoot and resolve complex problems across Weights & Biases platform, APIs, integrations, and customer environments — driving both immediate fixes and long-term solutions.
- Reproduce, isolate, and document product issues, collaborating closely with engineering to ensure prioritization and sustainable resolution.
- Build tools, scripts, and automation to diagnose issues quickly and enhance internal and customer-facing troubleshooting workflows.
- Provide architectural and operational recommendations to help customers scale experimentation, training pipelines, and generative AI workloads efficiently.
- Mentor support engineers, ensuring consistent technical depth and high-quality guidance across customer interactions.
- Identify patterns across top-tier accounts and advocate for systemic improvements that enhance platform reliability and customer experience.
- Participate in incident response, postmortems, and internal documentation to continually elevate reliability standards.
- Participate in a 24/7 on-call rotation focused on supporting mission-critical customer workloads.
Who You Are
- 5+ years of experience in technical support, customer engineering, production engineering, reliability engineering, or a similar role supporting enterprise or strategic accounts.
- Expert in Python, with strong debugging, profiling, and production-grade development skills.
- Strong background in computer science or software engineering (B.S. in CS or equivalent experience).
- You have strong experience running or supporting large-scale, high-availability systems (Kubernetes/GKE, cloud services, distributed systems, or similar).
- Deep familiarity with the AI/ML ecosystem: training frameworks (PyTorch, TensorFlow), generative AI stack (Hugging Face, LangChain, vector databases), and modern experimentation workflows.
- Skilled at diagnosing distributed systems, APIs, containerized environments, and multi-tenant cloud architectures.
- Exceptional communication skills, with the ability to interface effectively with customer engineering teams, executives, and internal stakeholders.
- Demonstrated success partnering with product and engineering teams to drive reliability improvements and influence roadmap priorities.
- Self-driven, customer-obsessed, and passionate about building reliable, scalable systems and great customer experiences.
- Proficient with monitoring and observability tools (Datadog, Prometheus/Grafana, OpenTelemetry, etc.) for debugging production environments.