Technical Support Engineer II - CoreWeave Forge

CoreWeave is The Essential Cloud for AI™. Built for pioneers by pioneers, CoreWeave delivers a platform of technology, tools, and teams that enables innovators to build and scale AI with confidence. Trusted by leading AI labs, startups, and global enterprises, CoreWeave combines superior infrastructure performance with deep technical expertise to accelerate breakthroughs and turn compute into capability. Founded in 2017, CoreWeave became a publicly traded company (Nasdaq: CRWV) in March 2025. Learn more at www.coreweave.com. 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. What You’ll Do: Support is a deep part of our culture here at CoreWeave. We believe that the best way to build a great product is to listen to real users and follow their lead to shape our priorities and roadmap. In this role, you will work on a diverse set of problems in a fast-moving environment, collaborate cross-functionally with our team to support our users, and help shape our product. Your main goal will be to quickly get answers to all user messages relating to CoreWeave’s Forge product. Customers write in with highly technical questions, suggestions, or bug reports, and we need to give them timely responses to fulfill SLAs. Ideally, we're looking for someone with technical skills who would like to support our customer base. If you've found yourself wanting to be more external but still build programming/AI engineering skills, this is the role for you. 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+ years of programming experience from an engineering role, CS degree, or substantial personal projects; proficient in Python • Experience with logging and monitoring tools such as Datadog or similar logging/APM/tracing platforms • Working knowledge of web application concepts: REST and GraphQL APIs, authentication flows (SSO, SAML, OAuth/OIDC), browser debugging • 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 • A strong written communicator who can turn a messy investigation into a crisp summary for engineers, and a technical answer into a clear, empathetic reply for customers 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. Why Us? We work hard, have fun, and move fast! We’re in an exciting stage of hyper-growth that you will not want to miss out on. We’re not afraid of a little chaos, and we’re constantly learning. Our team cares deeply about how we build our product and how we work together, which is represented through our core values: • Be Curious at Your Core • Act Like an Owner • Empower Employees • Deliver Best-in-Class Client Experiences • Achieve More Together We support and encourage an entrepreneurial outlook and independent thinking. We foster an environment that encourages collaboration and provides the opportunity to develop innovative solutions to complex problems. As we get set for take off, the growth opportunities within the organization are constantly expanding. You will be surrounded by some of the best talent in the industry, who will want to learn from you, too. Come join us! The base salary range for this role is $99,000 to $145,000. The starting salary will be determined based on job-related knowledge, skills, experience, and m