Technical Support Engineer (L2)
Runpod · Remote · Remote - EMEA ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Fully remote (EMEA only)
- L2 Technical Support
- Linux + Docker + Python
- AI/ML infrastructure focus
- Weekend availability required
As a Technical Support Analyst at Runpod, you will provide advanced assistance to developers using the company's AI infrastructure. You will troubleshoot critical issues related to performance, compatibility, and code errors while collaborating with engineering teams to implement fixes.
The team supports over a million developers who rely on the platform for training, fine-tuning, and deploying AI models. You will analyze logs, write scripts, and maintain documentation to ensure system stability and customer satisfaction.
What you'll do
- Troubleshoot complex technical issues escalated by customers regarding configuration and performance
- Analyze software code, logs, and system metrics to identify root causes of errors
- Provide support via email, phone, chat, and video calls to ensure timely resolution
- Collaborate with engineering and infrastructure teams to address GPU server and bug issues
- Create and maintain technical documentation, knowledge base articles, and user guides
- Relay customer feedback to product and engineering teams to drive platform improvements
- Assist customers with software installation, setup, and customization tasks
What you'll need
- At least 5 years of professional experience in technical customer support
- Bachelor's degree in Computer Science or equivalent professional experience
- Minimum 2 years of experience in software engineering or network administration
- Proficiency with Linux server versions, SSH, and terminal commands
- Knowledge of containerization with Docker and deployment processes
- Ability to read and understand Python code, logs, and error traces
- Familiarity with SQL databases such as MySQL and PostgreSQL
- Understanding of network protocols including TCP/IP, HTTP/HTTPS, and DNS
- Familiarity with applied AI use cases like inference and LLM-based applications
- Must be located in Ireland, United Kingdom, Spain, or Poland
- Availability to work on weekends as required by business needs
Nice to have
- Proficiency in Django, Flask, PyTorch, JavaScript, React, Node.js, or Go
- Experience deploying and managing AI/ML models as services or APIs
- Hands-on experience with AI fine-tuning or inference processes
- Familiarity with monitoring tools like Datadog and Grafana
- Experience with CRM tools for managing customer interactions
Stack
- Python
- Linux
- Docker
- SQL
- Django
- Flask
- PyTorch
- JavaScript
- React
- Node.js
- Go
- Datadog
- Grafana
How you'll work
- Fully remote position for residents of Ireland, UK, Spain, or Poland
- Weekend availability is mandatory for this role
- Primary internal communication occurs via Slack
- No visa sponsorship is available for this position
What you get
- Annual salary range between 70,000 and 82,500 EUR
- Meaningful equity and stock options for all team members
- Flexible paid time off policy
- $1,200 USD stipend for home office equipment and setup