Technical Support Engineer L2

Skills

About the Role

You will provide advanced customer support through email, phone, chat, and video. You will diagnose and resolve escalated issues, analyze code and logs, collaborate on fixes, support GPU-server issues, maintain technical documentation, deliver training, and help customers configure software.

Requirements

• At least 5 years of professional technical customer support experience
• At least 2 years of software engineering or networking administration experience
• Familiarity with applied AI use cases including inference, fine-tuning, LLM applications, or agentic systems
• Knowledge of Linux or Ubuntu, Docker, SQL databases, server hardware, and network operations
• Knowledge of TCP/IP, HTTP/HTTPS, SSH, and DNS
• Ability to write and execute scripts, queries, or commands
• Ability to read Python code, logs, errors, and traces
• Advanced Linux server and terminal command knowledge
• Weekend availability

Responsibilities

• Communicate issue status clearly and promptly to customers
• Deliver support through email, phone, chat, and video calls
• Troubleshoot and resolve escalated technical issues
• Analyze code, scripts, logs, and remote-access data to identify root causes
• Collaborate with engineering, sales, supply, product, and infrastructure teams
• Provide workarounds or bug fixes for escalated support tickets
• Address GPU server-related issues
• Relay customer feedback to product-development and testing efforts
• Create and maintain technical documentation
• Deliver customer, partner, and internal training sessions, webinars, and demos
• Analyze system performance, errors, and configurations
• Assist customers with software installation, setup, and customization

Benefits

• Stock options
• Medical, dental, and vision plans
• Flexible PTO
• Remote-first work
• Home office and equipment stipend