Runpod, Inc. - Technical Support Analyst (L2)
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Requirements
• At least 3 years of experience in a technical support role, with a total of at least 5 years in customer support. • Bachelor's degree in a relevant field (e.g., Computer Science, Computer Engineering, Software Engineering, Information Technology, or a related field) or equivalent professional experience. • Familiarity with applied AI use cases such as inference, fine-tuning, LLM-based applications, or agentic systems. • Strong problem-solving skills and the ability to analyze and resolve technical issues. • Should have at least 1 year of experience in software engineering/development or 2 years of experience as a networking admin • Advanced knowledge of operating systems, including: • Proficiency with SSH and the use of terminal commands • Experience with Linux (server versions specifically) • Strong asset: proficiency in Docker and deployment on the docker • Plus: experience in AI fine-tuning or AI inference • Excellent communication skills, both verbal and written. • At least 2 years of experience with Python, Shell scripting, and SQL. • Successful completion of a background check • Preferred: • Strong technical skills, including proficiency in Python (Django, Flask, PyTorch), JavaScript (React, Node.js), and Go, with hands-on experience in full-stack development. • Knowledge of various operating systems (Linux/Ubuntu), containerization (Docker), SQL databases (MySQL, PostgreSQL), and an understanding of data center components such as server hardware and network operations, as well as familiarity with common network protocols like TCP/IP, HTTP/HTTPS, SSH, and DNS. • Proficiency in deploying and managing AI/ML models as services or APIs, along with a deep understanding of machine learning models, including their training, inference, and deployment processes on Runpod platforms. • Ability to write and execute scripts, queries, or commands, and the ability to read and understand code, logs, errors, or traces. • What You’ll Receive: • The competitive base pay for this position ranges from 56,200 to 82,500 euro. This salary range may be inclusive of several career levels at Runpod and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location • Meaningful equity in a fast-growing company- everyone on the team receives stock options — your impact drives our growth, and you share in the upside. • Flexible PTO- take the time you need to recharge • Most roles are remote work first with an inclusive, collaborative teams utilizing slack as the main form of internal communication • $1,200 USD Home Office & Equipment Stipend- We set you up for success from day one with gear and support to create your ideal workspace
Responsibilities
• Customer Support and Problem Resolution • Provide clear, timely communication to customers, keeping them informed about the status of their issues and ensuring a high level of customer satisfaction. • Deliver support through multiple channels, including email, phone, chat, and video calls (e.g., Google Meet, Zoom). • Tackle complex technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently. • Manage escalated tickets, offering detailed solutions or escalating further when necessary. • Educate customers on product features to help them resolve issues independently when possible. • We aim for a Customer Satisfaction (CSAT) score above 95%, with a resolution SLA of 24 hours for less complex issues and 72 hours for more complicated ones. • Documentation and Communication • Develop and update thorough documentation, including troubleshooting guides and knowledge base articles. • Simplify technical jargon to explain solutions clearly to non-technical users, ensuring they fully understand the issues and resolutions. • Pay close attention to detail and proactively address customer needs in all interactions. • Collaboration and Escalation • Work closely with teams across the company, such as developers, QA engineers, product managers, and customer success teams, to find solutions to customer issues. • Escalate unresolved or complex issues to the right teams, like development or engineering, and follow up to ensure they’re addressed. • Technical Analysis and Solutions • Use diagnostic tools and techniques to find the root cause of issues and implement fixes, updates, or changes as needed. • Analyze software code and logs to spot bugs or performance issues, developing solutions or workarounds where necessary. • Conduct thorough analysis of system performance, errors, and configurations to ensure our systems remain stable and reliable. • Proficiency with Datadog, Grafana, SQL databases, and ease with CRM tools are considered strong assets for this role. • Proficiency with Datadog, Grafana, SQL databases, and ease with CRM tools • Customer Configuration Assistance • Assist customers with software configuration tasks, such as installation, setup, and customization, to help them get the most out of our products.
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