The Role
As a Senior Technical Support Engineer at Run:AI, you will assist customers in resolving complex technical issues, manage a ticket queue, collaborate with engineering teams, and develop knowledge bases while innovating customer support experience. Your role includes troubleshooting Kubernetes environments and creating documentation to support best practices.
Summary Generated by Built In
Run:AI provides organizations with a world-class machine learning platform to improve productivity and efficiency for data scientists. Our product provides a Run:AI unique HPC scheduler, relies on Run:AI advanced GPUs virtualization technology, and makes GPUs first class citizens in Kubernetes.
In this role you will be responsible for the following:
- Help customers worldwide resolve complex technical issues, through support portal, chat, screen-share and calls, as required.
- Work closely with the Run:AI Engineering and Product teams for escalation of cases when needed.
- Managing independently a queue of tickets and technical projects
- Develop internal and external knowledge bases to better support the customer's needs and share best practices
- Troubleshoot complex technical issues both in a customer Kubernetes environment and on the Run:AI SaaS infrastructure.
- Adapt and innovate in order to constantly improve the customer experience.
- Write documentation, create examples and how-to documents, on a regular basis.
Qualifications
- 4+ years of experience as a Support Engineer in a B2B SaaS organization customer service/support organization
- Excellent understanding of Kubernetes and Container based solutions
- Highly technical, with hands-on experience with troubleshooting Kubernetes clusters and IT / System administration issues
- Ability to work in flexible hours and weekends when needed
- Experience working with Salesforce / Zendesk / or equivalent Ticketing software
- Experience with Linux, Bash, Containers Architecture
- Fluent English - Mother tongue grade
- BSc in Computer science/Industrial engineering - Advantage
- Experience leading and managing team priorities - Advantage
Top Skills
Bash
Kubernetes
Linux
The Company
What We Do
Run:ai helps companies execute on their AI initiatives quickly, while keeping budgets under control, virtualizing expensive hardware resources in order to pool, share and allocate your resources efficiently
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