Technical Support Engineer (L1)

The role

You will provide technical and non-technical assistance to customers by managing the L1 ticket queue. You will resolve issues, escalate to L2 when necessary, and document new issues to improve the knowledge base.

What you will do

• Provide clear, timely communication to customers via email, phone, chat, and video calls.
• Tackle basic technical or non-technical issues related to software.
• Manage all Level 1 tickets and escalate to Level 2 when necessary.
• Educate customers on product features.
• Develop and update documentation for new issues.
• Simplify technical jargon for non-technical users.
• Escalate unresolved or complex issues to the right teams.
• Use diagnostic tools and techniques to find the root cause of issues.
• Conduct analysis of system behavior, errors, and configurations.

Required qualifications

• 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.
• Experience with REST APIs and GraphQL
• Availability to work weekends (Saturday or Sunday) and an allocated shift if required.
• Successful completion of a background check

Nice to have

• 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 development.
• Advanced knowledge of operating systems, including: Understanding of SSH and the use of terminal commands
• Experience with Linux (server versions specifically).

Benefits

• 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 for most roles.
• $1,200 home office and equipment stipend.

Before you apply

• Successful completion of a background check
• We welcome every qualified candidate eligible to work in the United States; however, we are currently unable to sponsor employment visas.

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.