Technical Support Engineer (L2) - 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, backed by a $100M Series A closed in June 2026.

We're a small, remote-first team looking for people who care deeply, build with urgency, and want to matter at scale. 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.

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 high 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 configuration, performance, functionality, compatibility, or code errors.
• 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 integrate customer feedback.
• Assist the support team in resolving escalated technical tickets, collaborate with engineering for bug fixes, and work with infrastructure on GPU server issues.
• Create and maintain technical documentation (knowledge base articles, FAQs, guides) and deliver training sessions, webinars, and demos.

Technical Analysis and Solutions

• Use diagnostic tools and techniques to find root causes and implement fixes, updates, or changes.
• Analyze software code and logs to spot bugs or performance issues, developing solutions or workarounds.
• Conduct thorough analysis of system performance, errors, and configurations to ensure stability and reliability.
• Proficiency with Datadog, Grafana, SQL databases, and CRM tools are considered strong assets.
• 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.
• 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.
• At least 2 years of experience in software engineering/development or 2 years of experience as a networking admin.
• Knowledge of operating systems (Linux/Ubuntu), containerization (Docker), SQL databases (MySQL, PostgreSQL), server hardware, network operations, and network protocols (TCP/IP, HTTP/HTTPS, SSH, DNS).
• Ability to write and execute scripts, queries, or commands, and read and understand code, logs, errors, or traces in Python.
• Excellent verbal and written communication skills.
• Advanced knowledge of operating systems: SSH and terminal commands, Linux server versions, and Docker deployment.

Preferred Skills

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

What We Offer

• Meaningful equity in a fast-growing company.
• Generous medical, dental & vision plans.
• Flexible PTO.
• $1,200 USD Home Office & Equipment Stipend.