Customer Support Engineer - Tier 3

Customer Support Engineer - Tier 3 - Weights & Biases

We are looking for a senior Customer Support Engineer to resolve the most complex, business-critical technical issues across the Weights & Biases platform. This role bridges Support and Engineering, performing deep technical investigations, root cause analysis, and partnering with engineering to implement long‑term fixes.

• Own and resolve Tier 3 technical escalations from the support team – highly complex or cross‑functional issues.
• 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, post‑mortems, and internal technical documentation.
• Contribute to knowledge base articles and internal wikis for consistent handling of technical cases.
• Participate in a 24/7 on‑call rotation to provide support during weekends.

• 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).
• Deep familiarity with modern AI and machine learning ecosystems – model training, experimentation (PyTorch, Tensor Flow), generative AI and LLM development (Hugging Face, Lang Chain, OpenAI, vector databases).
• Proficient in troubleshooting across distributed systems, APIs, containers, with deep experience of multi‑tenant architectures and tenant isolation.
• Excellent communication skills for translating complex issues to both technical and non‑technical audiences.
• Demonstrated collaboration with product and engineering teams to drive issue resolution and product improvements.
• Self‑directed, curious, and passionate about improving user experience and internal processes.
• Proficient with tools such as Datadog, Grafana, etc., for production monitoring and incident debugging.

• 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. Total rewards include a discretionary bonus, equity awards, and a comprehensive benefits program, which may include medical, dental, vision, disability, and retirement plans. Core Weave pays 100% of medical, dental, and vision insurance. Additional benefits include flexible PTO, 401(k) with employer match, career development, and more.

We prioritize a hybrid work environment; remote work may be considered for candidates located more than 30 miles from an office. New hires attend onboarding at one of our hubs within the first month.

This position requires access to export‑controlled information. Applicants must be a U.S. person or otherwise eligible under U.S. export regulations.

Core Weave is an equal‑opportunity employer, committed to fostering an inclusive and supportive workplace. All qualified applicants 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. We provide reasonable accommodations for applicants with disabilities in compliance with the Americans with Disabilities Act (ADA). Please contact  for accommodations.