As a Technical Support Analyst (L2), you'll play a critical role in supporting our customers by providing advanced technical assistance to resolve complex issues. This position is ideal for someone who thrives in a dynamic environment and is passionate about delivering exceptional customer service.
Please note: this position requires availability on weekends as per business requirements
Responsibilities:Customer Support and Problem Resolution- 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).
- Troubleshoot and resolve critical or complex technical issues escalated by customers, including those related to configuration, performance, functionality, compatibility, or code errors in Runpod's products or services.
- Utilize various tools and methods, such as code analysis, scripting for testing, log analysis and remote access, to identify root causes and deliver solutions or workarounds.
- Communicate effectively with customers and internal teams, including engineering, sales, supply and product management teams, to ensure customer satisfaction and integrate valuable feedback.
- Assist the support team in troubleshooting and resolving escalated technical tickets, collaborate with the engineering team to provide workarounds or bug fixes, and work with the infrastructure team to address GPU server-related issues.
- Contribute to product development and testing efforts by relaying feedback from customers and the support team to the engineering team, helping to shape product improvements.
- Create and maintain technical documentation, such as knowledge base articles, FAQs, guides, and manuals, while also developing and delivering training sessions, webinars, and demos for customers, partners, and internal teams.
Technical Analysis and Solutions:- 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.
- Proficiency with Datadog, Grafana, SQL databases, and ease with CRM tools are considered strong assets for this role.
- 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 5 years professional experience in technical customer support.
- Bachelor's degree in a relevant field (e.g., Computer Science, Computer Engineering, Software Engineering, Information Technology, or a related field) or equivalent professional experience.
- Familiarity with applied AI use cases such as inference, fine-tuning, LLM-based applications, or agentic systems.
- Strong problem-solving skills and the ability to analyze and resolve technical issues.
- Should have at least 2 years of experience in software engineering/development or 2 years of experience as a networking admin
- Knowledge of various operating systems (Linux/Ubuntu), containerization (Docker), SQL databases (MySQL, PostgreSQL), and an understanding of data center components such as server hardware and network operations, as well as familiarity with common network protocols like TCP/IP, HTTP/HTTPS, SSH, and DNS.
- Ability to write and execute scripts, queries, or commands, and the ability to read and understand code, logs, errors, or traces in Python.
- Excellent communication skills, both verbal and written.
- Advanced knowledge of operating systems, including:
- Proficiency with SSH and the use of terminal commands
- Experience with Linux (server versions specifically)
- Strong asset: proficiency in Docker and deployment on the docker
Preferred:- Strong technical skills, including proficiency in Django, Flask, PyTorch, JavaScript (React, Node.js), and Go, with hands-on experience in full-stack development.
- Proficiency in deploying and managing AI/ML models as services or APIs, along with a deep understanding of machine learning models, including their training, inference, and deployment processes on Runpod platforms.
- Experience in AI fine-tuning or AI inference
What You'll Receive:- The competitive base pay for this position ranges from 70,000 to 93,000 usd. This salary range may be inclusive of several career levels at Runpod and will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location
- 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.
- Generous medical, dental & vision plans
- 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
