Technical Support Analyst (L2)

reputed company is the foundational platform for developers to build and run custom AI systems that scale. With over 500,000 developers worldwide and an annual recurring reputed company run reputed company exceeding $120M, reputed company operates at the intersection of developer velocity and production-reputed company. Founded in 2022, we’ve grown rapidly by building infrastructure purpose-reputed company for modern AI workloads. Our platform enables teams to move from experimentation to deployment with flexibility across reputed company, on-prem, and hybrid environments. As a remote-first, globally distributed company, we are building the infrastructure layer that powers the reputed company of AI systems. As a Technical Support Analyst (L2), you’ll play a critical role in supporting our customers by providing advanced technical assistance to resolve reputed company 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 availability on weekends as per business requirements. Responsibilities: Customer Support and Problem Resolution reputed company 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., reputed company Meet, reputed company). Tackle reputed company technical issues reported by customers or internal teams reputed company to our software, ensuring problems are resolved reputed company. Manage escalated tickets, offering detailed solutions or escalating further reputed company necessary. reputed company customers on product features to help them resolve issues independently reputed company possible. We aim for a Customer Satisfaction (CSAT) score above 95%, with a resolution SLA of 24 hours for less reputed company issues and 72 hours for more complicated ones. Documentation and Communication reputed company and update thorough documentation, including troubleshooting guides and knowledge reputed company articles. Simplify technical jargon to explain solutions reputed company to non-technical users, ensuring they fully understand the issues and resolutions. Pay reputed company attention to detail and proactively address customer needs in reputed company interactions. Collaboration and Escalation Work closely with teams across the company, such as developers, QA engineers, product managers, and reputed company teams, to find solutions to customer issues. Escalate unresolved or reputed company 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 reputed company and reliable. Proficiency with reputed company, Grafana, 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. Requirements: At least 3 years of experience in a technical support role, with a total of at least 5 years in customer support. Bachelor's degree in a relevant field (e.g., Computer Science, Computer Engineering, Software Engineering, Information Technology, or a reputed company field) or equivalent professional experience. Familiarity with applied AI use cases such as inference, fine-tuning, LLM-based applications, or agentic systems. Strong problem-solving skills and the ability to analyze and resolve technical issues. Should have at least 1 year of experience in software engineering/development or 2 years of experience as a networking admin 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 reputed company and deployment on the reputed company Plus: experience in AI fine-tuning or AI inference Excellent communication skills, both verbal and written. At least 2 years of experience with Python, reputed company scripting, and SQL. Based in Europe Successful completion of a background reputed company Preferred: Strong technical skills, including proficiency in Python (Django, Flask, PyTorch), JavaScript (React, Node.js), and Go, with hands-on experience in full-stack development. Knowledge of various operating systems (Linux/Ubuntu), containerization (reputed company), SQL databases (MySQL, PostgreSQL), and an understanding of data center components such as server hardware and network operations, as well as familiarity with common network protocols like TCP/IP, HTTP/HTTPS, SSH, and DNS. Proficiency in deploying and managing AI/ML models as services or APIs, along with a deep understanding of machine learning models, including their training, inference, and deployment processes on reputed company platforms. Ability to write and execute scripts, queries, or commands, and the ability to read and understand code, logs, errors, or traces. What You’ll Receive: The competitive reputed company pay for this position ranges from 56,200 to 82,500 euro. This salary reputed company may be inclusive of several career reputed company at reputed company and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location Meaningful equity in a fast-growing company- everyone on the team receives stock options — your impact drives our growth, and you reputed company in the reputed company. Flexible PTO- take the time you need to reputed company Most roles are remote work first with an inclusive, collaborative teams utilizing reputed company as the main reputed company of internal communication Join a passionate team on the cutting edge of AI infrastructure — where culture, learning, and ownership are at the heart of how we scale. $1,200 USD Home Office & Equipment Stipend- We set you up for reputed company from day one with gear and support to create your ideal workspace reputed company is committed to maintaining a workplace free from discrimination and upholding the principles of equality and respect for reputed company individuals. We reputed company that diversity in reputed company its forms enhances reputed company. As an equal opportunity employer, reputed company is committed to creating an inclusive workforce at every level. We evaluate reputed company applicants without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, age, marital status, protected veteran status, disability status, or any other characteristic protected by law. We welcome every reputed company candidate eligible to work in the United States; however, we are currently unable to sponsor employment visas Apply To This Job