Customer Support Engineer (GPU Cluster)

Responsibilities

• Engage directly with customers to tackle and resolve complex technical challenges involving Kubernetes GPU clusters; ensure swift and effective solutions.
• Become a product expert in GPU Cluster service, serving as the last line of technical defense before escalation.
• Collaborate across Engineering, Research, and Product teams to address customer concerns and ensure satisfaction.
• Transform customer insights into action by identifying patterns and driving roadmap improvements.
• Maintain documentation of system configurations, procedures, troubleshooting guides, and FAQs.
• Provide support coverage during holidays, nights, and weekends as required.

Requirements

• 3+ years in customer-facing technical role with 1+ year in support for AI or mission-critical SaaS API.
• Strong background in AI, ML, GPU technologies, and HPC environments.
• Familiarity with Kubernetes, SLURM, Ansible, high-performance networks, NFS storage, containers, scripting/programming.
• Foundational knowledge in compute cluster installation, configuration, administration, troubleshooting, and security.
• Complex technical problem solving and proactive issue resolution.
• Cross-functional collaboration with Sales, Engineering, Support, Product, Research.
• Strong ownership, willingness to learn, communication skills for technical/non-technical audiences.
• Ability to manage dynamic environments, multiple projects, context switching.

Compensation

US base salary: $160,000-$230,000 + equity + benefits. Compensation determined by location, level, experience, skills.