Technical Support Engineer 2

What You’ll Do:

The Global Field Organization (GFO) at CoreWeave makes sure every client running AI workloads at scale has a seamless, reliable, and high-performance experience. Within the GFO, the SaaS Technical Support Engineering team supports CoreWeave Forge, the platform ML engineers and researchers use to track experiments, manage models, and build with LLMs. The team works directly with customers to debug training workflows, resolve SDK and API integration issues, and keep their AI development moving. The GFO team works closely with internal and customer engineering teams, so the SaaS TSE team brings insight from the field back to Forge product and engineering and helps shape the CoreWeave product roadmap.

About the role:

• Respond to inbound support requests across email, Slack, and community forums, triaging by customer tier and severity and meeting response SLAs
• Own technical escalations end-to-end: investigate using logs, traces, and dashboards (we use Datadog and Grafana), reproduce issues, and write clear, structured escalations that engineering can act on
• Debug issues across the full breadth of our growing Forge product suite — from experiment tracking to agentic AI tooling — across every deployment model, from our cloud to customers' own environments
• Coordinate across engineering, product and other internal teams to drive customer issues to resolution — and keep customers informed with a kind, thoughtful tone throughout
• Recognize incidents, engage on-call engineering through our incident process, and communicate status to affected customers
• Be the voice of the customer — advocate for product improvements on their behalf, and spot trends in user messages to improve internal and external documentation
• Deliver clean written handoffs as part of a follow-the-sun support model spanning APAC, North America, and EMEA, with participation in a weekend and holiday on-call rotation
• Mentor teammates on troubleshooting approach and escalation quality, and encourage team building through knowledge sharing and a collaborative, supportive team culture

Who You Are:

• 2+ Programming experience, from either an engineering role, a computer science degree, or personal projects
• Python proficiency 
• Experience with logging and monitoring tools such as Datadog
• Familiarity with Single Sign-On (SSO) concepts and API integration/knowledge
• Experience using developer and AI-assisted tooling such as Claude Code, Codex, and modern debugging 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

Preferred:

• Customer service experience in a technical SaaS environment
• Previous experience in AI development
• Experience in frontend frameworks
• Experience with Docker, AWS, GCP, Azure
• Experience with Kubernetes or other cloud infrastructures

Wondering if you’re a good fit? We believe in investing in our people, and value candidates who can bring their own diversified experiences to our teams – even if you aren't a 100% skill or experience match.