Technical Support Engineer L1
Runpod is an AI developer cloud providing GPU compute, serverless inference, Pods, and clusters for building, training, fine-tuning, deploying, and scaling AI workloads.
Funding history
Investors
About Runpod
Runpod Inc. operates a globally distributed GPU cloud platform for AI developers, offering on-demand GPU infrastructure and serverless services across the AI development lifecycle.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will serve as the first point of contact for customer issues, managing the Level 1 ticket queue and providing clear, timely support through email, phone, chat, and video calls. You will troubleshoot technical and non-technical problems, educate customers, document new solutions, analyze incidents, and escalate unresolved issues to the appropriate internal teams.
Requirements
- Problem-solving and customer-issue analysis skills
- Bachelor's degree in computer science or equivalent professional experience
- At least 2 years of experience with shell scripting, Python, and SQL
- Written and verbal communication skills
- Experience with REST APIs and GraphQL
- Availability to work Saturdays or Sundays and an allocated shift if required
- Successful completion of a background check
- Understanding of Docker and application deployment
- Proficiency with observability tools
- Experience with CRM or ticketing tools
- Understanding of AI fine-tuning or AI inference
- Experience as a network administrator, in DevOps, or in software development
- Knowledge of operating systems, SSH, terminal commands, and Linux server versions
Responsibilities
- Communicate timely status updates to customers
- Deliver support through email, phone, chat, and video calls
- Resolve basic technical and non-technical customer issues
- Manage Level 1 tickets and escalate cases to Level 2 when necessary
- Educate customers on product features and self-service solutions
- Develop and update documentation for new issues
- Explain technical solutions clearly to non-technical users
- Escalate unresolved or complex issues to appropriate teams and follow up
- Use diagnostic tools to identify root causes
- Analyze system behavior, errors, and configurations during incidents
Benefits
- Equity in the form of RSUs
- Medical, dental, and vision plans
- Flexible PTO
- Remote-first work
- USD 1,200 home office and equipment stipend
