Customer Support Engineer (Inference)

Responsibilities

• Engage directly with customers to tackle and resolve complex technical challenges involving GPU clusters and inference/fine-tuning services
• Serve as product expert in Gen AI solutions and act as last line of technical defense before escalation to Engineering/Product
• Collaborate with Engineering, Research, and Product teams to address customer concerns
• Identify patterns in support cases and work with Engineering and GTM teams to drive product roadmap
• Maintain documentation of system configurations, procedures, troubleshooting guides, and FAQs

Requirements

• 5+ years of experience in a customer-facing technical role with at least 1 year in AI support
• Strong technical background in AI, ML, GPU technologies, and HPC environments
• Familiarity with Kubernetes, SLURM, Ansible, high-performance network fabrics, NFS storage, container infrastructure, and scripting/programming
• Experience with storage systems in HPC environments (Vast, Weka)
• Proficiency in Python, TypeScript, and/or JavaScript; experience with curl and Postman for testing/debugging
• Understanding of compute cluster installation, configuration, administration, troubleshooting, and security
• Complex technical problem-solving and troubleshooting skills
• Ability to work cross-functionally with Sales, Engineering, Support, Product, and Research teams
• Excellent communication skills to explain technical concepts to non-technical stakeholders

Nice-to-Haves

• Flexibility to provide support coverage during holidays, nights, and weekends as needed

Compensation & Benefits

• US base salary: $160,000 - $230,000 + equity + benefits
• Health insurance and other benefits
• Remote work flexibility