Technical Support Engineer

Supports customers building AI training, fine-tuning, and inference solutions by troubleshooting APIs, authentication, infrastructure, billing, and enterprise access issues. Requires 2+ years in a customer-facing technical role and familiarity with support platforms, SSO protocols, and AI APIs.

About the job

Responsibilities

Triage and respond to inbound support tickets for self-serve and enterprise customers using a support or CRM platform.
Identify patterns in ticket clusters, provide engineering with context and affected case lists, and follow issues through resolution.
Draft customer-facing status updates and maintenance notifications during planned maintenance or incidents.
Collaborate with Engineering, Research, Product, and senior leaders to resolve customer concerns and improve customer satisfaction.
Answer questions about the platform API, model and fine-tuning workflows, model availability, and deployment or endpoint configuration.
Reproduce reported errors, distinguish expected from broken behavior, and provide actionable next steps.
Provision and configure enterprise SSO connections; guide customers through identity-provider setup and diagnose login failures.
Triage billing questions, coordinate refunds, investigate negative balances and credit-limit enforcement, and escalate complex cases to Billing or Finance.
Resolve API key creation failures, organization-linkage issues, project and key limit requests, user access changes, SSO ownership transfers, and tenant-isolation issues.

Requirements

2+ years of experience in a customer-facing technical role.
Ability to read and write curl/HTTP requests, interpret JSON error responses, and understand bearer tokens, rate limits, and API key scoping.
Familiarity with SaaS billing, including invoices, prepaid credits, refunds, and payment states.
Working knowledge of SAML and OIDC concepts, including ACS URLs, audience URIs, attribute mapping, IdPs, and service providers.
Familiarity with infrastructure services such as Kubernetes and SLURM; infrastructure-as-code tools such as Ansible; high-performance network fabrics; NFS-based storage; container infrastructure; and scripting or programming languages.
Excellent communication and interpersonal skills, including the ability to explain technical concepts to nontechnical stakeholders.
Experience with customer support platforms such as Zendesk, Intercom, Pylon, or Freshdesk.
Familiarity with language-model APIs, including tokens, context windows, and serverless versus dedicated inference.
Strong ownership, adaptability, prioritization, and ability to manage multiple projects with frequent context switching.