Technical Support Engineer (L1)

Provide clear, timely communication to customers, keeping them informed about the status of their issues and ensuring a high level of customer satisfaction.

Deliver support through multiple channels, including email, phone, chat, and video calls (e.g., Google Meet, Zoom).

Tackle basic technical or non-technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently.

Manage all Level 1 tickets, offering detailed solutions or escalating to a Level 2 analyst when necessary while maintaining the quality of the tickets.

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, ensuring they fully understand the issues and resolutions.

Pay close attention to detail and proactively address customer needs in all interactions.

Escalate unresolved or complex issues to the right teams, such as Level 2/3, the Support Lead, Documentation, Development, or Engineering, and follow up to ensure they're addressed.

Use diagnostic tools and techniques to find the root cause of issues.

Conduct thorough analysis of system behavior, errors, and configurations to ensure our systems remain stable and reliable when an incident is reported.

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

Advanced knowledge of operating systems, including:

Understanding of SSH and the use of terminal commands

Experience with Linux (server versions specifically)development.

Competitive base pay. The salary range for this position is 42,000- 52,000 usd and may be inclusive of several career levels at Runpod. The range will be narrowed during the interview process based on factors including experience, qualifications, and location.

Meaningful equity in a fast-growing company — everyone on the team receives RSU’s, so your impact drives our growth and you share in the upside.

Generous medical, dental & vision plans

Flexible PTO — take the time you need to recharge.

A remote-first environment with an inclusive, collaborative team.

The opportunity to join a passionate team on the cutting edge of AI infrastructure, where culture, learning, and ownership are at the heart of how we scale.

$1,200 Home Office & Equipment Stipend — we'll set you up for success from day one with the gear and support to create your ideal workspace.

Runpod is committed to maintaining a workplace free from discrimination and upholding the principles of equality and respect for all individuals. We believe that diversity in all its forms enhances our team. As an equal opportunity employer, Runpod is committed to creating an inclusive workforce at every level. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, disability status, or any other characteristic protected by law.

We welcome every qualified candidate eligible to work in the United States; however, we are currently unable to sponsor employment visas.