Technical Support Engineer

Job Summary

The Technical Support Engineer acts as the senior tier-3 developer-facing technical diagnostic authority for Runpod's AI cloud platform. Core daily tasks include investigating complex software bugs and server infrastructure failures, analyzing system logs and Docker configurations via SSH terminals, debugging Python code and SQL databases, checking performance dashboards in Datadog and Grafana, resolving escalated developer tickets within strict SLA windows, and building comprehensive technical troubleshooting articles.

Required Academic Foundation & Support Experience

• Experience Baseline: At least 3 years of direct technical support engineering experience, embedded within a total history of at least 5 years in customer-facing support roles.
• Academic Credentials: Bachelor’s degree in a relevant technical field (e.g., Computer Science, Computer Engineering, Software Engineering, Information Technology) or an equivalent track of professional cloud infrastructure experience.

Required Software Engineering / Systems Administration Base

• Core Technical Background: Must possess at least 1 year of professional experience as a full-stack software engineer/developer OR at least 2 years of professional experience operating as a Network Administrator.
• Scripting & Database Literacy: At least 2 years of hands-on experience writing and executing automated scripts using Python, Shell scripting (Bash), and SQL queries.
• Geolocation & Compliance: Must be fully based in Europe and successfully complete a standard background check prior to onboarding.

Required Advanced Operating Systems & Container Mastery

• Linux Server Expertise: Deep, advanced knowledge of operating systems, specifically focusing on headless Linux server versions (e.g., Ubuntu Server).
• Terminal Fluency: Absolute proficiency navigating remote instances via SSH, utilizing advanced terminal commands, and analyzing system process behaviors.
• Application Containment: Direct hands-on experience deploying, managing, and debugging containerized applications utilizing Docker networks.
• Applied AI Familiarity: Solid familiarity with foundational applied AI use cases, including model inference setups, model fine-tuning steps, LLM-based applications, or autonomous agentic systems.

Preferred Technical Skill Stack (Highly Desirable Assets)

• Full-Stack Languages: Advanced programming skills in Python backend frameworks (Django, Flask, PyTorch), JavaScript (React, Node.js), and Go.
• Monitoring & Analytics Toolsets: Direct experience utilizing data monitoring platforms like Datadog and Grafana, navigating relational databases (MySQL, PostgreSQL), and configuring modern CRM ticketing systems.
• Networking Architecture: Deep structural understanding of data center hardware components, network operations, and foundational routing protocols (TCP/IP, HTTP/HTTPS, DNS, SSH).
• Specialized MLOps Deployment: Practical experience deploying, managing, and exposing machine learning models as highly available services or APIs directly on Runpod's infrastructure.

Key Responsibilities

1. Advanced Technical Problem Resolution & SLA Management (30%)

• Resolve Complex Technical Issues: Investigate and fix complex, high-severity software errors and server infrastructure failures reported by developers or internal monitoring systems.
• Lead Multi-Channel Support: Deliver clear, empathetic, and rapid solutions through multiple technical support channels, including email networks, real-time developer chats, and live video debug sessions (Google Meet, Zoom).
• Govern Escales & Cascades: Manage highly technical escalated support tickets, creating custom workarounds or cascading deep engine bugs directly to core platform developers.
• Enforce SLA Metric Goals: Drive daily tickets to surpass a 95%+ Customer Satisfaction (CSAT) score, maintaining a strict 24-hour resolution SLA for baseline issues and a 72-hour window for complex infrastructure cases.

2. Linux Server, Docker, & MLOps Systems Diagnostics (25%)

• Terminal Log Analysis: Connect to remote host machines via SSH to read, analyze, and parse raw kernel traces, software application logs, and system error dumps.
• Debug Container Deployments: Diagnose complex Docker runtime errors, network isolation discrepancies, mount volume path mismatches, and multi-tenant container orchestration issues.
• Audit AI Deployments: Assist developers in configuring, deploying, and optimizing AI/ML models as highly efficient services, helping them scale computing parameters smoothly.
• Monitor Infrastructure Health: Analyze real-time database loads, network traffic spikes, and server GPU dropouts using Datadog and Grafana to keep our infrastructure stable.

3. Developer Configuration Consulting & Onboarding Assistance (25%)

• Guide Software Configurations: Provide direct assistance to developers during software configuration tasks, including environment setups, library installations, and custom API parameter settings.
• Translate Technical Jargon: Break down complex infrastructure, kernel, or networking bugs into simple, actionable steps for indie researchers and non-technical stakeholders.
• Optimize Computing Options: Educate developers on Runpod platform architectures, helping them choose the right instances to maximize performance and minimize computing costs.
• Maintain Documentation Knowledge: Research, write, and update troubleshooting blueprints, FAQ guidelines, and systemic knowledge base logs to help developers resolve issues independently.

4. Cross-Functional Engineering Collaboration & Quality Assurance (20%)

• Bridge Platform Gaps: Partner closely with internal core development groups, QA automation teams, product managers, and Customer Success leads to resolve complex system issues.
• Isolate Recurring Bugs: Track repeating user friction loops, document reproducible bug profiles, and file structured issue tickets to guide the platform optimization roadmap.
• Verify Software Patches: Test early platform updates, staging hotfixes, and documentation iterations within sandbox instances before they launch live to the developer community.
• Champion Equal Support Ethics: Maintain a high standard of respect, helpfulness, and professional integrity across all developer touchpoints, creating a highly inclusive engineering space.

Core Competencies & Skills

• Elite Diagnostic Ingenuity: An exceptional ability to take sparse error logs and track down root causes across distributed cloud infrastructure layers.
• High-Velocity Urgent Execution: The personal drive to build and ship solutions rapidly under tight deadlines, matching Runpod’s core high-growth rhythm.
• Absolute Technical Clarity: The communication skill required to explain complex full-stack code paths and networking layers cleanly in writing.
• Empathy for the Developer: A deep understanding of developer workflows, helping you remain calm, focused, and helpful during high-pressure platform incidents.

Skills Required:

• Computer / Software / It / Data