# Technical Support Engineer

**Company:** [Together AI](https://hotfix.jobs/companies/together-ai)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 2+ years
**Skills:** Curl, Http, JSON, Saas Billing, SAML, OIDC, Kubernetes, Slurm, Ansible, Nfs, Containers, Zendesk, Intercom, Language Model Apis
**Posted:** 2026-09-10

> 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.

## Job Description

## 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.

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