Technical Customer Support, L1

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

📋 Description

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

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

• Set clear expectations, provide status updates, and ensure follow-up until issues are fully resolved.

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

• Enhance and maintain support documentation and internal knowledge-base articles.

• Assist clients operating AI workloads and support GPU hosts.

⛳️ Requirements

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

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

• Strong foundation in technical troubleshooting — capable of methodically diagnosing unfamiliar software, system, or connectivity issues while quickly adapting to new technical environments.

• Basic experience with Linux, networking, or Docker is strongly preferred; candidates with robust technical support backgrounds and a proven ability to quickly acquire these skills will also be considered.

• Proven capability to handle frustrated or confused customers in a constructive manner.

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

• Familiarity with GPU drivers (NVIDIA CUDA) and GPU workloads is a nice-to-have.

• Experience with AI/ML frameworks (TensorFlow, PyTorch) is a nice-to-have.

• Previous experience in a cloud or infrastructure support role is a nice-to-have.

• Knowledge of the Vast.ai platform as a client or host is a nice-to-have.

• Familiarity with virtual machines and virtualization is a nice-to-have.

• Must possess legal authorization to work in Vietnam.

🏝️ Benefits

• Competitive salary.

• Full salary during the probation period.

• Annual Performance Bonus.

• Annual leave in accordance with regulations.

• Health Insurance.

• Reimbursement for approved work-related expenses.

• Fast-growing, ambitious startup environment.