Technical Support Engineer (L2)

About the job

Responsibilities

• Provide clear, timely communication to customers regarding issue status and satisfaction.
• Deliver support through email, phone, chat, and video calls.
• Troubleshoot and resolve complex technical issues related to configuration, performance, functionality, compatibility, or code errors in Runpod's products.
• Utilize tools like code analysis, scripting, log analysis, and remote access to identify root causes and provide solutions.
• Communicate effectively with customers and internal teams (engineering, sales, product management) to ensure satisfaction and integrate feedback.
• Assist the support team with escalated tickets and collaborate with engineering for workarounds or bug fixes.
• Address GPU server-related issues with the infrastructure team.
• Contribute to product development by relaying customer and support team feedback to engineering.
• Create and maintain technical documentation, including knowledge base articles and FAQs.
• Develop and deliver training sessions, webinars, and demos.
• Use diagnostic tools to find root causes and implement fixes or updates.
• Analyze software code and logs to identify bugs or performance issues, developing solutions or workarounds.
• Conduct thorough analysis of system performance, errors, and configurations.
• Assist customers with software configuration tasks, including installation, setup, and customization.

Requirements

• At least 5 years of professional experience in technical customer support.
• Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, IT) or equivalent experience.
• Familiarity with applied AI use cases like inference, fine-tuning, LLM-based applications, or agentic systems.
• Strong problem-solving skills and ability to analyze and resolve technical issues.
• At least 2 years of experience in software engineering/development or 2 years as a networking administrator.
• Knowledge of operating systems (Linux/Ubuntu), containerization (Docker), SQL databases (MySQL, PostgreSQL).
• Understanding of data center components (server hardware, network operations).
• Familiarity with common network protocols (TCP/IP, HTTP/HTTPS, SSH, DNS).
• Ability to write and execute scripts, queries, or commands.
• Ability to read and understand code, logs, errors, or traces in Python.
• Excellent verbal and written communication skills.
• Proficiency with SSH and terminal commands.
• Experience with Linux server versions.
• Proficiency in Docker and deployment on Docker.
• Proficiency in Django, Flask, PyTorch, JavaScript (React, Node.js), and Go (preferred).
• Hands-on experience in full-stack development (preferred).
• Proficiency in deploying and managing AI/ML models as services or APIs (preferred).
• Deep understanding of machine learning models (training, inference, deployment) (preferred).
• Experience in AI fine-tuning or AI inference (preferred).

Benefits

• Competitive base pay ranging from 70,000 to 82,500 euro.
• Meaningful equity in a fast-growing company (stock options).
• Flexible PTO.
• Remote work first with inclusive, collaborative teams.