Technical Support Analyst – L2

🕒 April 2

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RunPod

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

🤖 Artificial Intelligence

☁️ SaaS

💰 Seed Round on 2024-05

Artificial Intelligence • Cloud Computing • SaaS

RunPod is a cloud-based platform designed to facilitate the training, fine-tuning, and deployment of AI models. It provides a globally distributed GPU cloud that enables users to seamlessly deploy their AI workloads while focusing on building machine learning applications. With features like fast pod spinning, autoscaling, and support for multiple machine learning frameworks, RunPod caters to startups, academic institutions, and enterprises alike, offering a powerful and cost-effective solution for machine learning development.

📋 Description

• 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 complex technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently. • Manage escalated tickets, offering detailed solutions or escalating further when necessary. • Educate customers on product features to help them resolve issues independently when possible. • Develop and update thorough documentation, including troubleshooting guides and knowledge base articles. • Simplify technical jargon to explain solutions clearly to non-technical users, ensuring they fully understand the issues and resolutions. • Work closely with teams across the company, such as developers, QA engineers, product managers, and customer success teams, to find solutions to customer issues. • Escalate unresolved or complex issues to the right teams, like development or engineering, and follow up to ensure they’re addressed. • Use diagnostic tools and techniques to find the root cause of issues and implement fixes, updates, or changes as needed. • Analyze software code and logs to spot bugs or performance issues, developing solutions or workarounds where necessary. • Conduct thorough analysis of system performance, errors, and configurations to ensure our systems remain stable and reliable. • Assist customers with software configuration tasks, such as installation, setup, and customization, to help them get the most out of our products.

🎯 Requirements

• At least 3 years of experience in a technical support role, with a total of at least 5 years in customer support. • Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent practical experience) • Strong problem-solving skills and the ability to analyze and resolve technical issues. • Should have at least 1 year of experience in software engineering/development or 2 years of experience as a networking admin • Advanced knowledge of operating systems, including: • Excellent communication skills, both verbal and written. • At least 2 years of experience with Python, Shell scripting, and SQL. • Based in EMEA • Successful completion of a background check

🏖️ Benefits

• Meaningful equity in a fast-growing company- everyone on the team receives stock options — your impact drives our growth, and you share in the upside. • Flexible PTO- take the time you need to recharge • Most roles are remote work first with an inclusive, collaborative teams utilizing slack as the main form of internal communication • Join a passionate team on the cutting edge of AI infrastructure — where culture, learning, and ownership are at the heart of how we scale. • $1,200 USD Home Office & Equipment Stipend- We set you up for success from day one with gear and support to create your ideal workspace