Customer Support Engineer (GPU Cluster)

Join 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, become a product expert, and collaborate with various teams to drive continuous improvement. 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 Kubernetes GPU clusters; ensure swift and effective solutions every time.
• Become a product expert in our GPU Cluster service, serving as the last line of technical defense before issues are escalated to Engineering and Product teams.
• 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.
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders
• 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
• 3+ years of experience in a customer-facing technical role with at least 1 year in a support function in AI or supporting a mission-critical API in SaaS
• Ability to operate in dynamic environments, adept at managing multiple projects, and comfortable with frequent context switching and prioritization
• Foundational understanding in the installation, configuration, administration, troubleshooting, and securing of compute clusters
• Strong technical background, with knowledge of AI, ML, GPU technologies and their integration into high-performance computing (HPC) environments
• Strong sense of ownership and willingness to learn new skills to ensure both team and customer success
• 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