Technical Support Engineer, L1

🕒 October 26

🇺🇸 United States – Remote

💵 $42k - $52k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 7%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 18 days.
• Jobs at this company usually fill in 25 days.

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Runpod

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

💰 $20M Seed on 2024-06

Artificial Intelligence • SaaS • B2B

Runpod is a cloud platform that provides on-demand GPU compute and managed infrastructure tailored for AI development and deployment. It offers GPU "Pods" across 31 global regions, serverless GPU endpoints for low-latency inference, multi-node GPU clusters for distributed training, and a hub for deploying open-source models and templates. Runpod emphasizes fast startup (sub-200ms cold starts), autoscaling from zero to thousands of workers, support for 30+ GPU SKUs, and tooling for the full AI lifecycle from experiment to production, targeting developers and enterprise AI teams.

📋 Description

• Own the Level 1 Zendesk ticket queue • Resolve basic technical and non-technical customer issues • Escalate unresolved or complex issues to Level 2/3, Support Lead, Documentation, Development, or Engineering • Provide clear, timely updates through email, phone, chat, and video calls • Educate customers on product features and self-service resolution • Develop and update documentation for issues lacking knowledge-base coverage • Simplify technical jargon for non-technical users • Use diagnostic tools and techniques to identify root causes • Analyze system behavior, errors, and configurations to support system stability and reliability • Collaborate with Engineering, Product, Reliability, Documentation, Sales, and other internal teams • Maintain ticket quality and support a CSAT target above 95% with 24-hour and 72-hour resolution SLAs

🎯 Requirements

• Strong problem-solving skills and ability to analyze and resolve customer issues • Bachelor’s degree in computer science or equivalent professional experience • At least 2 years of experience with shell scripting, Python, and SQL • Excellent verbal and written communication skills • 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 • Eligible to work in the United States • Runpod is unable to sponsor employment visas • Preferred: Understanding of Docker and application deployment • Preferred: Proficiency with observability tools • Preferred: Comfort with CRM/ticketing tools • Preferred: Understanding of AI fine-tuning or AI inference • Preferred: At least 2 years of experience as a network admin, in DevOps, or in software development • Preferred: Advanced knowledge of operating systems • Preferred: Understanding of SSH and terminal commands • Preferred: Experience with Linux server versions

🏖️ Benefits

• Meaningful equity in a fast-growing company — everyone on the team receives RSU’s • Generous medical, dental & vision plans • Flexible PTO • Remote-first environment with an inclusive, collaborative team • Opportunity to join a team on the cutting edge of AI infrastructure • $1,200 Home Office & Equipment Stipend

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