Customer Support Engineer (Inference)

Join Together AI, a pioneering AI company, as a Customer Support Engineer. In this role, you will be the first line of defense for customers building training, fine-tuning, and inference solutions. You will tackle complex technical challenges, collaborate with various teams, and drive continuous improvement of our offerings. This is an exciting opportunity for a deeply technical professional passionate about AI and customer success.

• Engage directly with customers to tackle and resolve complex technical challenges involving our cutting-edge GPU clusters and our inference and fine-tuning services.
• Collaborate seamlessly across Engineering, Research, and Product teams to address customer concerns; collaborate with senior leaders both internally and externally to ensure the highest levels of customer satisfaction.
• Transform customer insights into action by identifying patterns in support cases and working with Engineering and Go-To-Market teams to drive Together’s roadmap.
• Ability to work cross-functionally with teams such as Sales, Engineering, Support, Product and Research to drive customer success
• Complex technical problem solving and troubleshooting, with a proactive approach to issue resolution
• Strong technical background, with knowledge of AI, ML, GPU technologies and their integration into high-performance computing (HPC) environments
• Familiarity with operating storage systems in HPC environments such as Vast and Weka
• 5+ years of experience in a customer-facing technical role with at least 1 year in a support function in AI
• Strong knowledge of Python, TypeScript, and/or JavaScript with testing/debugging experience using curl and Postman-like tools
• Strong sense of ownership and willingness to learn new skills to ensure both team and customer success
• Familiarity with infrastructure services (e.g., Kubernetes, SLURM), infrastructure as code solutions (e.g., Ansible) high-performance network fabrics, NFS-based storage management, container infrastructure, and scripting and programming languages
• Familiarity with inspecting and resolving network-related errors
• Ability to operate in dynamic environments, adept at managing multiple projects, and comfortable with frequent context switching and prioritization
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders
• Foundational understanding in the installation, configuration, administration, troubleshooting, and securing of compute clusters