Technical Support Engineer (L1)

Role overview Serve as the first point of contact for customers seeking help with a cloud platform for AI development and deployment. You will own incoming Level 1 support tickets, resolve straightforward technical and non-technical issues, and pass complex cases to the appropriate support or engineering team with clear context and follow-up.

Responsibilities - Manage the Level 1 ticket queue and respond promptly through email, phone, chat, or video calls. - Diagnose basic product, configuration, reliability, sales, or billing questions and guide customers toward resolution. - Escalate unresolved issues to higher-level support or other internal teams, maintaining accurate ticket details and tracking follow-up. - Explain technical topics in accessible language and help users make effective use of product features. - Investigate system behavior, errors, and configurations using diagnostic tools to help identify likely causes. - Create or improve support documentation when a new issue is not covered in the knowledge base.

Requirements - Strong problem-solving skills and ability to analyze customer issues. - A computer science degree or equivalent professional experience in technical support. - At least 2 years of experience with shell scripting, Python, and SQL. - Experience with REST APIs and GraphQL. - Clear written and verbal communication, including the ability to explain technical issues to non-technical users. - Availability to work either Saturday or Sunday and, if needed, an assigned shift; successful completion of a background check is required.

Nice to have - Familiarity with Docker, application deployment, observability tools, and ticketing or CRM systems. - Understanding of AI fine-tuning or inference, Linux servers, SSH, and terminal commands. - Two or more years in network administration, DevOps, or software development.

Benefits and work setup - Remote-first work, flexible paid time off, medical, dental, and vision coverage, and equity awards. - A home office and equipment stipend of $1,200. - Listed base pay range: $42,000–$52,000 USD; the range may cover multiple career levels and is adjusted during hiring based on experience, qualifications, and location.