Technical Support Engineer

Role description

Role Overview

We are building our level 2 technical support team from the ground up, and we are looking for a Technical Support Engineer to join it. Our customers are not filing tickets about forgotten passwords; they are AI companies running massive GPU training jobs and production inference at scale, and when they contact us, something real is wrong. A node is reporting 7 GPUs instead of 8. A training run that has been going for 4 days is suddenly crawling, and nobody can say why.

What You Will Do

Own level 2 tickets escalated from the global operations center, driving them to resolution or to a clean, well-evidenced handoff to engineering. Diagnose issues across the full stack, Linux hosts, GPU health, Kubernetes workloads, Slurm scheduling, Weka and Vast storage, and high-speed networking.

Why It Might Be a Fit

If you have ever looked at a support organization and thought I could build this properly if someone would let me, this is that opening: Reporting to the technical support manager within customer experience.

Requirements

• 3+ years in Linux systems administration, site reliability engineering, infrastructure operations, or a technical support engineering role with real diagnostic ownership.
• Strong Linux troubleshooting depth: system, networking, file systems, storage, process and resource investigation, log analysis, and comfort at the kernel boundary when applications go quiet.
• Working knowledge of Kubernetes, reading cluster and pod state, understanding scheduling and placement, and diagnosing why a workload will not run.
• Experience with a batch scheduler in a shared compute environment, ideally Slurm, including job submission, queue behavior, and node state
• Scripting ability in Python or Bash, sufficient to automate diagnosis
• Experience working tickets in a structured incident and tracking system such as JIRA, PagerDuty, or equivalent.
• Excellent written communication, specifically the ability to explain a technical finding clearly to an engineer who is frustrated and under time pressure,

Benefits

• Stock Options
• 100% paid Medical, Dental, and Vision insurance for Employees
• Company Health Savings Account Contributions
• 100% paid Short Term and Long Term Disability Insurance for Employees
• Life and Voluntary Supplemental Insurance Options
• Other Insurance Options, such as Pet & Legal Insurance
• Various Supplementary Health Benefits, such as discounted Virtual Healthcare Appointments and Serious Illness Support
• Flexible Spending Account
• 401(k)
• Employee Assistance Program
• Flexible PTO
• Paid Holidays
• Parental Leave