Technical Support Engineer – L2

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

📋 Description

• Ensure transparent and prompt communication with customers, keeping them updated on the progress of their issues while maintaining 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 problems escalated by customers, addressing issues 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, testing scripts, log analysis, and remote access, to identify root causes and deliver effective solutions or workarounds.

• Engage in effective communication with both customers and internal teams, including engineering, sales, supply, and product management teams, to ensure customer satisfaction and integrate valuable feedback.

• Support the team in troubleshooting and resolving escalated technical tickets, collaborate with the engineering team to provide workarounds or bug fixes, and work alongside the infrastructure team to resolve 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.

• Develop and maintain technical documentation, such as knowledge base articles, FAQs, guides, and manuals, while also creating and delivering training sessions, webinars, and demos for customers, partners, and internal teams.

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

• Review software code and logs to identify bugs or performance issues and develop solutions or workarounds as needed.

• Perform comprehensive analysis of system performance, errors, and configurations to ensure system stability and reliability.

• Assist customers with software configuration activities, including installation, setup, and customization, to maximize their use of our products.

⛳️ Requirements

• Minimum of 5 years of professional experience in technical customer support.

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

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

• Strong analytical and problem-solving abilities to effectively resolve technical issues.

• At least 2 years of experience in software engineering/development or 2 years as a networking administrator.

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

• Proficiency in writing and executing scripts, queries, or commands, along with the ability to read and comprehend code, logs, errors, or traces in Python.

• Outstanding communication skills, both verbal and written.

🏝️ Benefits

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

• Comprehensive medical, dental, and vision plans.

• Flexible paid time off—take the necessary time to recharge.

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