Technical Support Engineer II - W&B EMEA

Role overview

A customer-facing technical support role embedded within a machine learning platform team, focused on resolving highly technical user inquiries across email, live chat, and community forums. The position pairs programming and ML knowledge with empathetic customer communication, helping users become power users of the product. The role is based in central London with an in-office expectation of 3-5 days per week and participation in a 24/7 on-call rotation.

Responsibilities

- Respond to inbound support requests via email, live chat, and community forums within defined SLA targets - Triage bug reports and feature requests based on customer type and severity - Track inbound and outbound communications to ensure timely follow-up for every message - Collaborate with engineering and product teams during troubleshooting and feature feedback loops - Recognize trends across user messages to identify gaps in internal or external documentation - Build deep product knowledge and grow the team's knowledge base to resolve recurring issues independently

Requirements

- 2+ years of programming experience from an engineering role, computer science degree, or substantial personal projects - Python proficiency - Hands-on experience with at least one ML framework such as PyTorch, TensorFlow, Keras, TensorBoard, PyTorch Lightning, Jupyter notebooks, or Colab - Strong organizational habits to manage concurrent requests and oversee follow-ups - Self-directed work style with a proactive approach to process improvement - Clear, kind written communication that makes users feel appreciated and connected to the team

Nice to have

- Prior machine learning experience through work or projects - Customer support experience in a technical SaaS environment - Frontend framework experience - Working knowledge of Docker and one or more cloud platforms such as AWS, GCP, or Azure - Familiarity with Kubernetes or other cloud infrastructure tooling

Benefits and work setup

- Office presence required 3-5 days per week at a central London location - 24/7 on-call rotation including weekend coverage - Benefits vary by location and are shared during the hiring process; the listing references a broader package covering health, dental, and vision insurance, life and disability coverage, FSA and HSA options, tuition reimbursement, ESPP participation, mental wellness support, family-forming benefits, paid parental leave, childcare assistance, retirement plan matching, and flexible PTO