Technical Support Engineer
Provides hands-on technical support for customers operating Kubernetes GPU clusters and AI infrastructure. The role requires at least three years of customer-facing technical experience, including support experience, plus expertise in HPC, GPU technologies, troubleshooting, and cross-functional collaboration.
About the job
Responsibilities
- Engage directly with customers to resolve complex technical challenges involving Kubernetes GPU clusters.
- Become a product expert in the GPU Cluster service and serve as the last line of technical defense before escalation to Engineering and Product.
- Collaborate with Engineering, Research, Product, and senior leaders to address customer concerns and ensure customer satisfaction.
- Identify patterns in support cases and work with Engineering and Go-To-Market teams to inform the product roadmap.
- Maintain documentation of system configurations, procedures, troubleshooting guides, and FAQs.
- Provide support coverage during holidays, nights, and weekends as required.
Requirements
- 3+ years of experience in a customer-facing technical role, including at least 1 year in a support function in AI or supporting a mission-critical SaaS API.
- Strong technical background in AI, machine learning, GPU technologies, and high-performance computing environments.
- Familiarity with Kubernetes, SLURM, Ansible, high-performance network fabrics, NFS-based storage management, container infrastructure, and scripting and programming languages.
- Foundational understanding of installing, configuring, administering, troubleshooting, and securing compute clusters.
- Strong complex technical problem-solving and troubleshooting skills.
- Ability to work cross-functionally with Sales, Engineering, Support, Product, and Research teams.
- Strong ownership and willingness to learn new skills.
- Excellent communication and interpersonal skills, including the ability to explain complex technical concepts to non-technical stakeholders.
- Ability to manage multiple projects, context-switch frequently, and prioritize effectively.
Compensation and Benefits
- Competitive compensation
- Startup equity
- Health insurance and other benefits
- Flexibility regarding remote work within the hiring region
- Non-standard workweek: Saturday–Wednesday or Wednesday–Sunday, with two weekly days off
Skills
Kubernetes, Gpu Computing, Artificial Intelligence, Machine Learning, High-Performance Computing, Slurm, Ansible, Nfs, Container Infrastructure, Python, Networking, Compute Clusters
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