Technical Support Engineer (L1) - Runpod

Runpod is the AI Developer Cloud. More than one million developers, from indie researchers to teams running frontier models in production, use Runpod to experiment, train, fine-tune, deploy, and scale AI on one platform. The platform has processed more than 20 billion inference requests. We closed a $100M Series A in June 2026. We're at an inflection point for AI infrastructure, and we're building the platform the next generation of developers will depend on.

We're a small, remote-first team. We take ownership seriously, move fast, and ship work that more than a million developers rely on every day. We're looking for people who care dearly, build with urgency, and want to matter at scale.

The Support team is the front line between Runpod and the developers who build on it. L1 analysts are the first line of defense on every incoming Zendesk ticket, covering sales, finance, basic technical, and reliability questions.

Please note: This position may require weekend availability, specifically working on Saturdays or Sundays, with flexibility to choose three additional work days during the week. This position may also need to work a specific allocated shift.

Responsibilities

• Provide clear, timely communication to customers, keeping them informed about the status of their issues and ensuring a high level of customer satisfaction (aiming for >95% CSAT).
• Deliver support through multiple channels, including email, phone, chat, and video calls.
• Tackle basic technical or non-technical issues reported by customers or internal teams related to our software.
• Manage all Level 1 tickets, offering detailed solutions or escalating to a Level 2 analyst when necessary while maintaining ticket quality.
• Educate customers on product features to help them resolve issues independently when possible.
• Develop and update thorough documentation when there's no knowledge base coverage for a new issue.
• Simplify technical jargon to explain solutions clearly to non-technical users.
• Escalate unresolved or complex issues to the right teams (L2/3, Support Lead, Documentation, Development, Engineering).
• Use diagnostic tools and techniques to find the root cause of issues and conduct thorough analysis of system behavior, errors, and configurations.

Requirements

• Strong problem-solving skills and the ability to analyze and resolve customer issues.
• Bachelor’s degree in computer science or professional experience in a technical support role.
• At least 2 years of experience with shell scripting, Python, and SQL.
• Excellent communication skills, both verbal and written.
• 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.

Preferred Qualifications

• Understanding of Docker and how to deploy applications.
• Proficiency with observability tools.
• Comfort working with CRM / ticketing tools.
• Understanding of AI fine-tuning or AI inference.
• At least 2 years of experience as a network admin, in DevOps, or in software development.
• Advanced knowledge of operating systems, including Linux (server versions specifically).
• Understanding of SSH and the use of terminal commands.

What We Offer

• Competitive base pay ($42,000 - $52,000 USD).
• Meaningful equity (RSUs) in a fast-growing company.
• Generous medical, dental & vision plans.
• Flexible PTO.
• A remote-first environment with an inclusive, collaborative team.
• $1,200 Home Office & Equipment Stipend.