Customer Support Engineer (Inference)
$160k - $230k • Remote • San Francisco, CA
Posted 1mo ago
Job Location
San Francisco, CA
Tech Stack
Remote Work Policy
Fully remote
Categories
Applied AI Engineer
About the job
As a Customer Support Engineer at a pioneering AI company, you will be the primary point of contact for customers building training, fine-tuning, and inference solutions with Together AI. You will tackle complex technical challenges, provide effective solutions, and act as a product expert. Collaborating with product and sales teams, you will contribute to the continuous improvement of our offerings. This role is ideal for a technically proficient individual passionate about AI and customer success, seeking to make a significant impact in a fast-paced, innovative environment.
Responsibilities
- Resolve complex technical challenges for customers using GPU clusters, inference, and fine-tuning services.
- Become a product expert and serve as the final technical escalation point before issues reach Engineering and Product teams.
- Collaborate with Engineering, Research, and Product teams to address customer concerns and ensure high customer satisfaction.
- Translate customer insights into actionable feedback for the Engineering and Go-To-Market teams to influence the product roadmap.
- Maintain detailed documentation for system configurations, procedures, troubleshooting, and FAQs.
- Provide support coverage during holidays, nights, and weekends as needed to ensure consistent customer service.
Requirements
- 5+ years of customer-facing technical experience, with at least 1 year in AI support.
- Strong technical background in AI, ML, GPU technologies, and HPC integration.
- Familiarity with infrastructure services (e.g., Kubernetes, SLURM), IaC (e.g., Ansible), high-performance networking, and storage management.
- Experience with container infrastructure and scripting/programming languages.
- Familiarity with storage systems like Vast and Weka in HPC environments.
- Experience inspecting and resolving network-related errors.
- Proficiency in Python, TypeScript, and/or JavaScript, with testing/debugging experience using tools like curl and Postman.
- Foundational understanding of compute cluster installation, configuration, administration, troubleshooting, and security.
- Proven complex technical problem-solving and troubleshooting skills with a proactive approach.
- Ability to work cross-functionally with Sales, Engineering, Support, Product, and Research teams.
- Strong sense of ownership and eagerness to learn new skills.
- Excellent communication and interpersonal skills, capable of explaining complex technical concepts to non-technical audiences.
- Ability to manage multiple projects, context switch, and prioritize effectively in dynamic environments.
Benefits
- Competitive compensation
- Startup equity
- Health insurance
- Other benefits
- Flexibility in terms of remote work