Technical Support Engineer (L1)
Core
First-line technical support for AI developers using the Runpod cloud platform, resolving issues via multiple channels and escalating complex cases.
Role type
L1 Technical Support Engineer
Builds
Customer satisfaction and platform reliability for AI developers
Domain
AI Infrastructure / Cloud Computing
Deliverable
client delivery
Required skills
Shell scripting, Python, SQL, REST APIs, GraphQL, Linux, Terminal commands, SSH, Problem-solving, Technical documentation
Preferred skills
Docker, Observability tools, CRM/Ticketing tools, AI fine-tuning/inference, Network admin, DevOps
Technologies
Zendesk, Google Meet, Zoom, Linux, Docker, REST, GraphQL
Responsibilities
Manage Level 1 tickets and resolve basic technical/non-technical issues, Escalate unresolved issues to L2/Engineering, Document new issues for knowledge base, Communicate with customers via email/phone/chat/video, Analyze system behavior to find root causes, Educate customers on product features
Seniority
Junior, hands-on IC
