Technical Support Engineer - APAC

HyperbolicAI compute

Technical Support Engineer - APAC, Comfortable working across time zonesContract

Salary not disclosed

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Job Details

Have very strong Linux experience and work in the CLI daily.
Have experience owning support tickets against a response SLA in cloud, hosting, or infrastructure support.
Have solid networking and storage fundamentals, including SSH, NFS and mounts, DNS, firewalls, and security groups.
Have working familiarity with GPU workloads, including nvidia-smi, drivers, CUDA, and containers.
Write clearly and quickly under time pressure.
Use good judgment about the limits of your knowledge and escalate early with a complete picture rather than a guess.
Be comfortable working across time zones and participating in an on-call rotation for critical issues.
Experience with ticketing and on-call tools such as Zendesk, Linear, or PagerDuty is preferred.
Scripting in bash or Python to automate repeat work is preferred.
Exposure to Slurm, Kubernetes, or Docker in a multi-tenant environment is preferred.
Background in GPU cloud, HPC, or a hardware-adjacent support organization is preferred.

Own customer tickets from the first response through resolution, including after escalation.
Track first-response commitments, classify severity, and monitor open issues against SLAs.
Reproduce problems and gather relevant logs and configuration for initial triage.
Determine whether faults originate with Hyperbolic or a provider.
Resolve customer environment issues involving SSH access, NFS mounts, storage, quotas, security groups, containers, drivers, billing, and accounts.
Execute documented runbooks and write new runbooks when solving previously undocumented issues.
Keep customer-facing documentation and the internal knowledge base current.
Escalate early with a complete account of the issue and remain involved until the customer is working.

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