Technical Support Engineer

🕒 August 29

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 36%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hyperbolic

WebsiteLinkedInAll Job Openings

1 - 10 employees

🤖 Artificial Intelligence

☁️ SaaS

Artificial Intelligence • SaaS • Cloud Computing

Hyperbolic is a company that provides accessible, affordable, and scalable GPU resources and AI services through an open access cloud platform. It allows users, including companies, researchers, data centers, and individuals, to access powerful GPUs such as A100 and H100 at the lowest market prices. Hyperbolic also enables users to monetize their idle machines, turning them into profit-makers with flexible payment options. The platform is praised for its revolutionary role in democratizing AI by offering easy access to computing resources and AI inference services at competitive prices. Hyperbolic is committed to creating an equitable and transformative future with AI, focusing on collaboration, security, scalability, and reliability in its services.

📋 Description

• Own customer support tickets end to end, from first response through resolution, including after escalation • Manage the SLA clock, including first response, severity classification, and response commitments • Reproduce customer problems and gather relevant logs and configuration • Determine whether faults originate with Hyperbolic or an infrastructure provider • Troubleshoot customer environment access and configuration, including SSH keys, NFS mounts and storage, quotas, security groups, containers, drivers, billing, and accounts • Execute documented runbooks and author new runbooks for novel solutions • Keep customer-facing documentation and the internal knowledge base current • Collaborate with other engineers while retaining ownership of escalated issues • Participate in an on-call rotation for critical issues • Support customers using Hyperbolic Labs' Open-Access AI Cloud, GPU marketplace, and AI inference service

🎯 Requirements

• Very strong Linux experience and daily work in the CLI • Experience owning tickets against a response SLA in cloud, hosting, or infrastructure support • Solid networking and storage fundamentals: SSH, NFS and mounts, DNS, firewalls and security groups • Working familiarity with GPU workloads: nvidia-smi, drivers, CUDA, containers • Clear and fast written communication under time pressure • Good judgment about the limits of your own knowledge, with a bias toward escalating early with a complete picture • Comfortable working across time zones and with an on-call rotation for critical issues • Experience with ticketing and on-call tooling such as Zendesk, Linear, PagerDuty, or similar • Scripting in bash or Python to automate repeat work • Exposure to Slurm, Kubernetes, or Docker in a multi-tenant environment • Background in GPU cloud, HPC, or a hardware-adjacent support organization