Technical Support Engineer (L2) - Runpod

About 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'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 deeply, build with urgency, and want to matter at scale.

The Role

As a Technical Support Engineer (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, and you must be based in EMEA in one of the following locations: Ireland, United Kingdom, Spain, or Poland.

Responsibilities

Customer Support and Problem Resolution

• Provide clear, timely communication to customers across 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 and services.
• Utilize code analysis, scripting for testing, log analysis, and remote access to identify root causes and deliver solutions or workarounds.
• Communicate effectively with internal teams—including engineering, sales, supply, and product management—to ensure customer satisfaction and integrate product feedback.
• Assist the support team in resolving escalated technical tickets, collaborate with engineering on workarounds or bug fixes, and work with infrastructure to address GPU server-related issues.
• Create and maintain technical documentation (knowledge base articles, FAQs, guides, manuals) and deliver training sessions, webinars, and demos.

Technical Analysis and Solutions

• Use diagnostic tools and techniques to identify root causes and implement fixes, updates, or configuration changes.
• Analyze software code and logs to spot bugs or performance issues, developing workarounds where necessary.
• Conduct analysis of system performance, errors, and configurations to ensure system stability and reliability.
• Leverage Datadog, Grafana, SQL databases, and CRM tools to diagnose and resolve issues.
• Assist customers with software configuration tasks such as installation, setup, and customization.

Requirements

• At least 5 years of professional experience in technical customer support.
• Bachelor's degree in Computer Science, Computer Engineering, Software Engineering, IT, or equivalent professional experience.
• At least 2 years of experience in software engineering/development or 2 years of experience as a network administrator.
• Familiarity with applied AI use cases such as inference, fine-tuning, LLM-based applications, or agentic systems.
• Knowledge of Linux/Ubuntu operating systems, containerization (Docker), SQL databases (MySQL, PostgreSQL), and data center components (server hardware, network operations).
• Familiarity with common network protocols: TCP/IP, HTTP/HTTPS, SSH, and DNS.
• Ability to write and execute scripts, queries, or commands, and read/understand Python code, logs, errors, and traces.
• Advanced knowledge of SSH, terminal commands, and server-grade Linux environments.
• Strong verbal and written communication skills.

Preferred Qualifications

• Proficiency in Django, Flask, PyTorch, JavaScript (React, Node.js), and Go with hands-on full-stack development experience.
• Experience deploying and managing AI/ML models as services or APIs.
• Hands-on experience with AI fine-tuning or AI inference workloads.

Compensation & Benefits

• Base Salary: €70,000 - €82,500 base pay
• Equity: Stock option grants for all team members
• Time Off: Flexible PTO
• Stipend: $1,200 USD home office & equipment stipend
• Work Setup: Remote-first collaborative environment utilizing Slack