Technical Support Engineer, L1

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

📋 Description

• Manage the Level 1 Zendesk ticket queue

• Address basic technical and non-technical customer inquiries

• Escalate unresolved or complex matters to Level 2/3, Support Lead, Documentation, Development, or Engineering

• Deliver clear and timely updates via email, phone, chat, and video calls

• Educate customers about product features and self-service options

• Create and update documentation for issues that are not covered in the knowledge base

• Clarify technical terminology for non-technical users

• Utilize diagnostic tools and methodologies to pinpoint root causes

• Examine system behavior, errors, and configurations to ensure system stability and reliability

• Work collaboratively with Engineering, Product, Reliability, Documentation, Sales, and other internal teams

• Ensure ticket quality and strive for a CSAT target exceeding 95% with 24-hour and 72-hour resolution SLAs

⛳️ Requirements

• Strong analytical and problem-solving abilities to address customer issues

• Bachelor’s degree in computer science or equivalent professional experience

• Minimum of 2 years of experience with shell scripting, Python, and SQL

• Excellent verbal and written communication abilities

• Familiarity with REST APIs and GraphQL

• Availability to work weekends (Saturday or Sunday) and an assigned shift if necessary

• Successful completion of a background check

• Must be eligible to work in the United States

• Runpod is not able to sponsor employment visas

• Preferred: Knowledge of Docker and application deployment

• Preferred: Experience with observability tools

• Preferred: Proficiency with CRM/ticketing systems

• Preferred: Understanding of AI fine-tuning or AI inference

• Preferred: At least 2 years of experience as a network administrator, in DevOps, or software development

• Preferred: Advanced knowledge of operating systems

• Preferred: Understanding of SSH and terminal commands

• Preferred: Experience with Linux server distributions

🏝️ Benefits

• Meaningful equity in a rapidly growing company — all team members receive RSUs

• Comprehensive medical, dental, and vision plans

• Flexible paid time off (PTO)

• Remote-first work environment with an inclusive, collaborative team culture

• Opportunity to be part of a team at the forefront of AI infrastructure

• $1,200 stipend for home office and equipment