Technical Support Engineer (L1)

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Descrizione

Runpod is the AI Developer Cloud. More than one million developers, from indie researchers to teams running frontier models in production, use Runpod to experiment, train, fine-tune, deploy, and scale AI on one platform. The platform has processed more than 20 billion inference requests. We closed a $100M Series A in June 2026. We're at an inflection point for AI infrastructure, and we're building the platform the next generation of developers will depend on. Learn more in our CEO's funding announcement: [link] We're a small, remote-first team. We take ownership seriously, move fast, and ship work that more than a million developers rely on every day. We're looking for people who care deeply, build with urgency, and want to matter at scale. The Support team is the front line between Runpod and the developers who build on it. The team is made up of L1 and L2 Technical Support Analysts, all reporting to the Support Manager. L1 analysts are the first line of defense on every incoming Zendesk ticket, covering sales, finance, basic technical, and reliability questions. L2 analysts monitor the L1 queue, replicate technical issues, escalate genuine issues to Engineering, own escalated tickets with daily customer updates, and train L1. We work closely with Engineering, Product, Reliability, Documentation, Sales and other internal teams to make sure customer issues are resolved and the lessons learned make the product and our knowledge base

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