Technical Customer Support, L1

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Address a significant volume of inquiries from customers and hosts through chat and email.

• Diagnose Level 1 issues related to GPU rentals, Docker containers, Linux environments, and account queries.

• Assist clients in executing AI workloads and provide support to GPU hosts.

• Establish clear expectations, communicate updates on status, and follow through until all issues are resolved.

• Identify, document, and escalate issues that require Level 2 or engineering intervention.

• Enhance and maintain support documentation and internal knowledge base entries.

• Deliver customer-facing support with a focus that is roughly 50% on general customer support and 50% on technical support.

⛳️ Requirements

• Prior experience in customer support or technical support (either B2C or B2B).

• Excellent written communication skills in English — clear, professional, and empathetic in tone.

• Strong foundational skills in technical troubleshooting.

• Basic experience with Linux, networking, or Docker is highly preferred.

• Capability to methodically diagnose unfamiliar software, system, or connectivity problems.

• Proven ability to manage frustrated or confused customers in a constructive manner.

• Familiarity with GPU drivers (NVIDIA CUDA) and GPU workloads is advantageous.

• Experience with AI/ML frameworks (such as TensorFlow or PyTorch) is a plus.

• Previous experience in cloud or infrastructure support is beneficial.

• Knowledge of the Vast.ai platform as either a client or host is advantageous.

• Familiarity with virtual machines (VMs) and virtualization is a plus.

• Ability to work independently in a fast-paced remote setting, including weekends and holidays.

• Availability to work evenings, weekends, and certain holidays is highly preferred.

• Must be legally authorized to work in Mexico.

🏝️ Benefits

• Competitive salary.

• 100% salary during the probation period.

• Yearly performance bonus.

• Health insurance.

• Reimbursement for approved work-related expenses.

• Fast-growing, ambitious startup environment.

• Opportunity to engage with cutting-edge AI systems.

• Potential for growth into specialized roles or leadership positions.

• Collaboration with a globally distributed team.