runpod - Technical Support Engineer (L1)

• Availability to work weekends (Saturday or Sunday) and an allocated shift if required. • Successful completion of a background check • 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 basic technical or non-technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently. • Manage all Level 1 tickets, offering detailed solutions or escalating to a Level 2 analyst when necessary while maintaining the quality of the tickets. • Educate customers on product features to help them resolve issues independently when possible. • Documentation and Communication • Develop and update thorough documentation when there's no knowledge base coverage for a new issue. • 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 • Escalate unresolved or complex issues to the right teams, such as Level 2/3, the Support Lead, Documentation, 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. • Conduct thorough analysis of system behavior, errors, and configurations to ensure our systems remain stable and reliable when an incident is reported. • Strong problem-solving skills and the ability to analyze and resolve customer issues. • Bachelor’s degree in computer science or professional experience in a technical support role • At least 2 years of experience with shell scripting, Python, and SQL. • Excellent communication skills, both verbal and written. • Understanding of Docker and how to deploy applications. • Proficiency with observability tools. • Comfort working with CRM / ticketing tools. • Understanding of AI fine-tuning or AI inference. • At least 2 years of experience as a network admin, in DevOps, or in software • Advanced knowledge of operating systems, including: • Understanding of SSH and the use of terminal commands • Experience with Linux (server versions specifically)development. • WHAT YOU'LL RECEIVE: • Competitive base pay. The salary range for this position is 42,000- 52,000 usd and may be inclusive of several career levels at Runpod. The range will be narrowed during the interview process based on factors including experience, qualifications, and location. • Meaningful equity in a fast-growing company — everyone on the team receives RSU’s, so your impact drives our growth and you share in the upside. • Generous medical, dental & vision plans • Flexible PTO — take the time you need to recharge. • A remote-first environment with an inclusive, collaborative team.