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Technical Support Analyst (L2)

Remote

Technical Support Analyst (L2)

Position Overview

Join us at RunPod, where we’re on a mission to democratize AI and machine learning by making GPU services accessible to all. 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 weekend availability, specifically working on Saturdays and Sundays, with flexibility to choose three additional workdays during the week.

Salary: $65,000 - $95,000

About RunPod

At RunPod, we’re not just about cloud computing; we’re about revolutionizing how the world accesses and uses AI and machine learning technologies. Our mission is to make these advanced tools accessible to everyone, everywhere. We’re a team driven by innovation, open communication, and a commitment to continuous learning. Our culture is centered on collaboration and support, where every team member’s contribution is valued and celebrated.

Key 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).
  • Tackle complex technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently.
  • Manage escalated tickets, offering detailed solutions or escalating further when necessary.
  • Educate customers on product features to help them resolve issues independently when possible.
  • We aim for a Customer Satisfaction (CSAT) score above 95%, with a resolution SLA of 24 hours for less complex issues and 72 hours for more complicated ones.
  • Demonstrate a customer-first mentality in all interactions, ensuring exceptional service and support.

Documentation and Communication:

  • Develop and update thorough documentation, including troubleshooting guides and knowledge base articles.
  • 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.

Collaboration and Escalation:

  • Work closely with teams across the company, such as developers, QA engineers, product managers, and customer success teams, to find solutions to customer issues.
  • Escalate unresolved or complex issues to the right teams, like development or engineering, and follow up to ensure they’re addressed.

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

Customer Configuration Assistance:

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

Mentorship and Training 

  • Train and mentor Level 1 support representatives, fostering a collaborative and supportive team environment.

 

Requirements:

  • At least 3 years of experience in a technical support role, with a total of at least 5 years in customer support.
  • Strong problem-solving skills and the ability to analyze and resolve technical issues.
  • 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
    • Plus: experience in AI fine-tuning or AI inference
  • Excellent communication skills, both verbal and written.
  • At least 2 years of experience with Python, Shell scripting, and SQL.

Why You’ll Love Working with Us:

At RunPod, we believe in empowering our employees to reach their full potential. We offer competitive compensation, equity options, and comprehensive benefits. You’ll enjoy unlimited PTO, engaging team events, and a modern management style that prioritizes your growth and development. As part of our ambitious and energized team, you’ll have the opportunity to accelerate innovation in GPU cloud infrastructure, all while connecting with your colleagues through social events, gaming nights, and creative team-building activities. At RunPod, your hard work is not just valued—it’s celebrated.

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