Technical Support Engineer (L1)
New
R
RunpodAI infrastructure
Remote - USAFull-TimeJunior
SalaryThe salary range for this position is 42,000- 52,000 usd
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Job Details
- Experience
- At least 2 years of experience with shell scripting, Python, and SQL.
- Required Skills
- DockerGraphQLPythonSQLRESTful APIsLinux
Requirements
- Have a bachelor’s degree in computer science or equivalent professional experience.
- Have at least 2 years of experience with shell scripting, Python, and SQL.
- Have experience with REST APIs and GraphQL.
- Be available to work Saturdays or Sundays and an allocated shift if required.
- Successfully complete a background check.
- Preferred: understand Docker and application deployment.
- Preferred: have proficiency with observability tools.
- Preferred: be comfortable working with CRM or ticketing tools.
- Preferred: understand AI fine-tuning or AI inference.
- Preferred: have at least 2 years of experience as a network administrator, in DevOps, or in software development.
- Preferred: have advanced operating-systems knowledge, including SSH, terminal commands, and Linux server versions.
Responsibilities
- Manage the Level 1 ticket queue and provide detailed solutions or escalate tickets to Level 2.
- Communicate issue status clearly and promptly to customers through email, phone, chat, and video calls.
- Resolve basic technical and non-technical issues reported by customers or internal teams.
- Educate customers on product features to help them resolve issues independently.
- Create and update documentation when new issues lack knowledge base coverage.
- Escalate complex or unresolved issues to the appropriate support, documentation, development, or engineering teams and follow up.
- Use diagnostic tools and techniques to identify the root cause of issues.
- Analyze system behavior, errors, and configurations when incidents are reported.
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