Technical Support Engineer

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

📋 Description

• Take ownership of customer support tickets from initial response to resolution, including post-escalation follow-up.

• Oversee the SLA timeline, encompassing first response, severity assessment, and commitment to response times.

• Reproduce customer issues while collecting necessary logs and configuration details.

• Identify whether issues stem from Hyperbolic or an infrastructure provider.

• Troubleshoot customer environment access and configurations, including SSH keys, NFS mounts and storage, quotas, security groups, containers, drivers, billing, and accounts.

• Execute established runbooks and create new ones for innovative solutions.

• Maintain up-to-date customer-facing documentation and internal knowledge base.

• Work collaboratively with other engineers while maintaining accountability for escalated issues.

• Participate in an on-call rotation to address critical issues.

• Provide support to customers utilizing Hyperbolic Labs' Open-Access AI Cloud, GPU marketplace, and AI inference service.

⛳️ Requirements

• Extensive experience with Linux and regular use of the command-line interface (CLI).

• Proven track record of managing tickets with response SLAs in cloud, hosting, or infrastructure support settings.

• Strong foundational knowledge in networking and storage, including SSH, NFS and mounts, DNS, firewalls, and security groups.

• Familiarity with GPU workloads, including nvidia-smi, drivers, CUDA, and containers.

• Ability to communicate clearly and quickly in writing, especially under time constraints.

• Good judgment regarding the limits of personal knowledge, with a tendency to escalate issues early and provide a comprehensive overview.

• Comfortable collaborating across time zones and participating in an on-call rotation for critical matters.

• Experience with ticket management and on-call tools such as Zendesk, Linear, PagerDuty, or similar platforms.

• Proficient in scripting with bash or Python to automate repetitive tasks.

• Exposure to Slurm, Kubernetes, or Docker in a multi-tenant environment.

• Background in GPU cloud, high-performance computing (HPC), or a support organization related to hardware.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Collaborative and inclusive work environment.