Technical Support Engineer

Runpod is the AI Developer Cloud. More than one million developers, from indie researchers to teams running frontier models in production, use Runpod to experiment, train, fine-tune, deploy, and scale AI on one platform. The platform has processed more than 20 billion inference requests. We closed a $100M Series A in June 2026. We're at an inflection point for AI infrastructure, and we're building the platform the next generation of developers will depend on. Learn more in our CEO's funding announcement: https://www.runpod.io/blog/one-million-developers.

We're a small, remote-first team. We take ownership seriously, move fast, and ship work that more than a million developers rely on every day. We're looking for people who care deeply, build with urgency, and want to matter at scale.

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 business requirements

Responsibilities:

Customer Support and Problem Resolution

• 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).

• Troubleshoot and resolve critical or complex technical issues escalated by customers, including those related to configuration, performance, functionality, compatibility, or code errors in Runpod’s products or services.

• Utilize various tools and methods, such as code analysis, scripting for testing, log analysis and remote access, to identify root causes and deliver solutions or workarounds.

• Communicate effectively with customers and internal teams, including engineering, sales, supply and product management teams, to ensure customer satisfaction and integrate valuable feedback.

• Assist the support team in troubleshooting and resolving escalated technical tickets, collaborate with the engineering team to provide workarounds or bug fixes, and work with the infrastructure team to address GPU server-related issues.

• Contribute to product development and testing efforts by relaying feedback from customers and the support team to the engineering team, helping to shape product improvements.

• Create and maintain technical documentation, such as knowledge base articles, FAQs, guides, and manuals, while also developing and delivering training sessions, webinars, and demos for customers, partners, and internal teams.

Technical Analysis and Solutions:

• Use diagnostic tools and techniques to find the root cause of issues and implement fixes, updates, or changes as needed.

• Analyze software code and logs to spot bugs or performance issues, developing solutions or workarounds where necessary.

• Conduct thorough analysis of system performance, errors, and configurations to ensure our systems remain stable and reliable.

• Proficiency with Datadog, Grafana, SQL databases, and ease with CRM tools are considered strong assets for this role.

• Assist customers with software configuration tasks, such as installation, setup, and customization, to help them get the most out of our products.

Requirements:

• At least 5 years professional experience in technical customer support.

• Bachelor's degree in a relevant field (e.g., Computer Science, Computer Engineering, Software Engineering, Information Technology, or a related field) or equivalent professional experience.

• Familiarity with applied AI use cases such as inference, fine-tuning, LLM-based applications, or agentic systems.

• Strong problem-solving skills and the ability to analyze and resolve technical issues.

• Should have at least 2 years of experience in software engineering/development or 2 years of experience as a networking admin

• Knowledge of various operating systems (Linux/Ubuntu), containerization (Docker), SQL databases (MySQL, PostgreSQL), and an understanding of data center components such as server hardware and network operations, as well as familiarity with common network protocols like TCP/IP, HTTP/HTTPS, SSH, and DNS.

• Ability to write and execute scripts, queries, or commands, and the ability to read and understand code, logs, errors, or traces in Python.

• Excellent communication skills, both verbal and written.

• 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 the docker

Preferred:

• Strong technical skills, including proficiency in Django, Flask, PyTorch, JavaScript (React, Node.js), and Go, with hands-on experience in full-stack development.

• Proficiency in deploying and managing AI/ML models as services or APIs, along with a deep understanding of machine learning models, including their training, inference, and deployment processes on Runpod platforms.

• Experience in AI fine-tuning or AI inference

What You’ll Receive:

• The base pay range for this role is $73,200 - $97,600 USD. Where your offer lands within this range depends on your skills and experience, as shown in your interviews. We strive for both market alignment and internal equity.

• Meaningful equity in a fast-growing company. This role includes RSUs, so as your impact drives our growth, you share in the upside.

• Medical, dental, and vision plans, with 90% of premiums covered for you and your dependents.

• 401(k) with a company match and no waiting period.

• Flexible PTO, so you can take the time you need to recharge.

• Remote-first for most roles, with a collaborative team that works mainly in Slack.

• $1,200 home office and equipment stipend, so you're set up with the right gear from day one.

• A passionate team on the cutting edge of AI infrastructure, where culture, learning, and ownership are at the heart of how we scale.

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, we are building 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. Visa sponsorship is not available for this role.