Technical Support Engineer (L2)

About the job

Responsibilities

• Provide clear and timely communication to customers regarding issue status.
• Deliver support via email, phone, chat, and video calls.
• Troubleshoot and resolve complex technical issues related to configuration, performance, functionality, compatibility, or code errors.
• Utilize tools like code analysis, scripting, and log analysis to identify root causes and provide solutions.
• Communicate effectively with customers and internal teams (engineering, sales, product management).
• 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.
• Relay customer and support team feedback to engineering to contribute to product development.
• Create and maintain technical documentation, including knowledge base articles and guides.
• Develop and deliver training sessions, webinars, and demos.
• Use diagnostic tools to find root causes and implement fixes.
• Analyze software code and logs to identify bugs or performance issues.
• Conduct thorough analysis of system performance, errors, and configurations.
• Assist customers with software configuration tasks like installation and setup.

Requirements

• At least 5 years of professional experience in technical customer support.
• Bachelor's degree in a relevant field or equivalent professional experience.
• Familiarity with applied AI use cases (inference, fine-tuning, LLM-based applications, agentic systems).
• Strong problem-solving skills.
• At least 2 years of experience in software engineering/development or as a networking admin.
• 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 $93,000 USD.
• Meaningful equity in a fast-growing company (stock options).
• Generous medical, dental & vision plans.
• Flexible PTO.
• Remote work first.