Job description

We’re on a mission to democratize AI and machine learning by making GPU services accessible to all. 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 requirements, as per your shift schedule assigned by your reporting manager.

Responsibilities

Provide clear and timely communication to customers across multiple support channels (email, phone, chat, video calls).
Troubleshoot and resolve complex technical issues related to our software, ensuring efficient resolutions.
Manage escalated tickets, offering detailed solutions or escalating further when necessary.
Maintain a Customer Satisfaction (CSAT) score above 95% and ensure a resolution SLA of 24-72 hours.
Develop and update technical documentation, including troubleshooting guides and knowledge base articles.
Collaborate with internal teams such as developers, QA engineers, and product managers to resolve customer issues.
Analyze system performance, logs, and errors to diagnose and resolve technical problems.
Assist customers with software configuration tasks such as installation, setup, and customization.
Utilize diagnostic tools and techniques to find root causes and implement fixes.
Proficiency with Datadog, Grafana, SQL databases, and CRM tools is considered a strong asset.

Requirements

At least 3 years of experience in a technical support role, with a total of at least 5 years in customer support.
Strong problem-solving skills and the ability to analyze and resolve technical issues.
At least 1 year of experience in software engineering/development or 2 years of experience as a networking admin.
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 Docker
Plus: Experience in AI fine-tuning or AI inference
Excellent communication skills, both verbal and written.
At least 2 years of experience with Python, Shell scripting, and SQL.

Benefits