Technical Support Engineer

Requisitos

• Ticket ownership, end to end
• You own every ticket you pick up, including after it escalates
• You do not hand off, you pull in the engine..
• The SLA clock
• First response, severity classification, and keeping us honest against our response commitments
• You are the person who kn..
• First technical response and triage
• Reproduce the problem, gather the logs and configuration that matter, and make the first call on whe..
• Customer environment access and configuration
• SSH key and access issues, NFS mounts and storage, quotas, security groups, container and..
• Runbook execution and authoring
• Run the documented play when there is one
• When you solve something new, write the runbook so the next p..

Desejáveis

• Experience with ticketing and on-call tooling (Zendesk, Linear, PagerDuty, or similar)
• Scripting in bash or Python to automate repeat work
• Exposure to Slurm, Kubernetes, or Docker in a multi-tenant environment
• Background in GPU cloud, HPC, or a hardware-adjacent support org