Technical Support Engineer, L2

This is a fully remote position, open to applicants in Ireland, +3 more states.

📋 Description

• Ensure clear and timely communication with customers, keeping them updated on the status of their issues and promoting a high level of customer satisfaction.

• Provide support through various channels, including email, phone, chat, and video conferencing (e.g., Google Meet, Zoom).

• Diagnose and resolve critical or complex technical issues escalated by customers, including those related to configuration, performance, functionality, compatibility, or code errors in Runpod’s products or services.

• Employ a range of tools and techniques, such as code analysis, scripting for testing, log analysis, and remote access, to identify root causes and provide solutions or workarounds.

• Communicate effectively with both customers and internal teams, including engineering, sales, supply, and product management, to ensure customer satisfaction and incorporate valuable feedback.

• Support the team in troubleshooting and resolving escalated technical tickets, collaborate with the engineering team to deliver workarounds or bug fixes, and partner with the infrastructure team to tackle GPU server-related issues.

• Contribute to product development and testing initiatives by sharing feedback from customers and the support team with the engineering team, aiding in product enhancements.

• Create and maintain technical documentation, including knowledge base articles, FAQs, guides, and manuals, and also develop and conduct training sessions, webinars, and demos for customers, partners, and internal teams.

• Utilize diagnostic tools and methodologies to identify the root causes of issues and implement necessary fixes, updates, or modifications.

• Analyze software code and logs to identify bugs or performance issues, developing solutions or workarounds as needed.

• Conduct comprehensive analyses of system performance, errors, and configurations to ensure our systems remain stable and reliable.

• Assist customers with software configuration tasks, such as installation, setup, and customization, to maximize their use of our products.

⛳️ Requirements

• A minimum of 5 years of professional experience in technical customer support.

• A Bachelor's degree in a related field (e.g., Computer Science, Computer Engineering, Software Engineering, Information Technology) or equivalent professional experience.

• Familiarity with applied AI use cases, such as inference, fine-tuning, LLM-based applications, or agentic systems.

• Strong problem-solving abilities and the capability to analyze and resolve technical issues.

• At least 2 years of experience in software engineering/development or 2 years of experience in networking administration.

• Knowledge of various operating systems (Linux/Ubuntu), containerization (Docker), SQL databases (MySQL, PostgreSQL), and an understanding of data center components, including server hardware and network operations, as well as familiarity with common network protocols like TCP/IP, HTTP/HTTPS, SSH, and DNS.

• Ability to write and execute scripts, queries, or commands, and the capacity to read and comprehend code, logs, errors, or traces in Python.

• Excellent verbal and written communication skills.

• Advanced knowledge of operating systems, including:

• Proficiency with SSH and terminal commands.

• Experience with Linux (specifically server versions).

• Strong asset: proficiency in Docker and deployment on Docker.

• Strong technical skills, including expertise in Django, Flask, PyTorch, JavaScript (React, Node.js), and Go, with practical experience in full-stack development.

• Proficiency in deploying and managing AI/ML models as services or APIs, alongside a deep understanding of machine learning models, including their training, inference, and deployment processes on Runpod platforms.

• Experience in AI fine-tuning or AI inference.

🏝️ Benefits

• Meaningful equity in a rapidly growing company—everyone on the team receives stock options, as your contributions directly influence our growth, allowing you to share in the success.

• Flexible PTO—take the time you need to recharge.

• $1,200 USD Home Office & Equipment Stipend—We equip you for success from day one with the tools and support to create your ideal workspace.