Technical Support Engineer

Responsibilities

• Provide clear, timely communication to customers via email, phone, chat, and video calls, keeping them informed about issue status.
• Troubleshoot and resolve complex technical issues related to configuration, performance, functionality, compatibility, or code errors.
• Utilize code analysis, scripting, log analysis, and remote access to identify root causes and deliver solutions or workarounds.
• Collaborate with engineering, sales, supply, product management, and infrastructure teams to resolve issues, provide feedback, and integrate customer input.
• Assist in troubleshooting escalated tickets, work with engineering on bug fixes, and address GPU server issues with infrastructure team.
• Contribute to product development by relaying customer feedback; create and maintain technical documentation, knowledge base articles, FAQs, guides; deliver training sessions, webinars, and demos.
• Use diagnostic tools to analyze system performance, errors, and configurations.
• Analyze software code and logs to identify bugs or performance issues.
• Assist customers with software configuration, installation, setup, and customization.

Requirements

• At least 5 years professional experience in technical customer support.
• Bachelor's degree in Computer Science, Computer Engineering, Software Engineering, Information Technology, or related field (or equivalent experience).
• Familiarity with applied AI use cases such as inference, fine-tuning, LLM-based applications, or agentic systems.
• Strong problem-solving skills.
• At least 2 years of experience in software engineering/development or 2 years as a networking admin.
• Knowledge of Linux/Ubuntu, Docker, SQL databases (MySQL, PostgreSQL), server hardware, network operations, and protocols (TCP/IP, HTTP/HTTPS, SSH, DNS).
• Ability to write and execute scripts, queries, commands in Python; read and understand code, logs, errors, traces.
• Excellent verbal and written communication skills.
• Proficiency with SSH, terminal commands, and Linux server versions.
• Strong asset: proficiency in Docker and deployment.
• Preferred: proficiency in Django, Flask, PyTorch, JavaScript (React, Node.js), Go; experience in full-stack development; deploying and managing AI/ML models; understanding of ML model training, inference, deployment; experience in AI fine-tuning or inference.

Nice-to-Haves

• Proficiency with Datadog, Grafana, SQL databases, and CRM tools.

Compensation and Benefits

• Competitive base pay: $70,000 - $93,000 USD (may vary by experience, qualifications, and location).
• Meaningful equity (stock options for all team members).
• Generous medical, dental, and vision plans.
• Flexible PTO.
• $1,200 USD home office and equipment stipend.
• Remote-first work with collaborative Slack communication.