Technical Support Engineer (L2)

The role

You will provide advanced technical assistance to resolve complex issues for customers. You will troubleshoot configuration, performance, and code errors using tools like code analysis, scripting, and log analysis.

What you will do

• Provide clear, timely communication to customers via email, phone, chat, and video calls
• Troubleshoot and resolve critical or complex technical issues
• Utilize code analysis, scripting, log analysis and remote access to identify root causes
• Communicate with engineering, sales, supply and product management teams
• Collaborate with engineering and infrastructure teams to provide workarounds or bug fixes
• Relay customer feedback to the engineering team to shape product improvements
• Create and maintain technical documentation, knowledge base articles, and guides
• Develop and deliver training sessions, webinars, and demos
• Analyze software code and logs to spot bugs or performance issues
• Assist customers with software configuration tasks

Required qualifications

• At least 5 years professional experience in technical customer support
• Bachelor's degree in a relevant 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
• At least 2 years of experience in software engineering/development or 2 years of experience as a networking admin
• Knowledge of Linux/Ubuntu, Docker, SQL databases (MySQL, PostgreSQL)
• Understanding of data center components such as server hardware and network operations
• Familiarity with common network protocols like TCP/IP, HTTP/HTTPS, SSH, and DNS
• Ability to write and execute scripts, queries, or commands
• Ability to read and understand code, logs, errors, or traces in Python
• Excellent communication skills, both verbal and written
• Advanced knowledge of operating systems, including proficiency with SSH and terminal commands and experience with Linux server versions

Nice to have

• Proficiency with Datadog, Grafana, SQL databases, and ease with CRM tools
• Proficiency in Docker and deployment on the docker
• Proficiency in Django, Flask, PyTorch, JavaScript (React, Node.js), and Go
• Hands-on experience in full-stack development
• Proficiency in deploying and managing AI/ML models as services or APIs
• Deep understanding of machine learning models, including their training, inference, and deployment processes on Runpod platforms
• Experience in AI fine-tuning or AI inference

Benefits

• Base pay range $73,200 - $97,600 USD
• Meaningful equity in the form of RSUs
• Medical, dental, and vision plans, with 90% of premiums covered for you and your dependents
• 401(k) with a company match and no waiting period
• Flexible PTO
• Remote-first
• $1,200 home office and equipment stipend

Before you apply

• Visa sponsorship is not available for this role

About the company

Runpod is the AI Developer Cloud used by more than one million developers to experiment, train, fine-tune, deploy, and scale AI. It is a small, remote-first team.