Technical Support Engineer - APAC
Hyperbolic is an open-access AI cloud providing on-demand GPU infrastructure, reserved and private cloud capacity, managed inference, and AI compute services.
Funding history
About Hyperbolic
Hyperbolic operates an AI cloud platform for training, fine-tuning, and serving AI models at scale. It provides self-serve GPU instances and clusters, reserved capacity, private cloud infrastructure, OpenAI-compatible inference APIs, dedicated model hosting, and related infrastructure services for developers, researchers, startups, and enterprises.
Skills
About the Role
You will be the first engineer customers talk to when their GPU cluster has a problem. You own tickets from first response to resolution, track the SLA clock, work in Linux daily on real infrastructure, and write runbooks and docs so repeat issues disappear.
Requirements
- Very strong Linux experience and daily CLI work
- Experience owning tickets against a response SLA in cloud, hosting, or infrastructure support
- Solid networking and storage fundamentals: SSH, NFS, DNS, firewalls, security groups
- Working familiarity with GPU workloads: nvidia-smi, drivers, CUDA, containers
- Clear and fast written communication
- Comfortable working across time zones and on-call rotation
Responsibilities
- Own tickets end to end, including after escalation
- Manage SLA first response and severity classification
- Reproduce problems, gather logs, and triage whether faults are ours or the provider's
- Handle customer access and configuration issues such as SSH, NFS, quotas, and security groups
- Execute and author runbooks
- Maintain customer-facing docs and internal knowledge base