Technical Account Manager

RunPod is pioneering the future of AI and machine learning, offering cutting-edge cloud infrastructure for full-stack AI applications. Founded in 2022, we are a rapidly growing, well-funded company with a remote-first organization spread globally. Our mission is to empower innovators and enterprises to unlock AI's true potential, driving technology and transforming industries. Join us as we shape the future of AI.

As part of the Engineering Team, you’ll work closely with customers, the sales team, and the support team to ensure a seamless and delightful Runpod experience. While reporting to the engineering team, your role will focus on providing technical insights, resolving challenges, and building trust with customers. Our team is dedicated to delivering exceptional solutions and fostering collaboration across functions to make the platform as smooth and efficient as possible.

We are seeking a full-time, remote Technical Account Engineer to support the growth of our cloud platform. This role ensures customers experience seamless operations, addressing technical challenges, guiding onboarding, and collaborating with engineering and sales teams. Ideal candidates combine technical expertise with strong communication skills to enhance customer satisfaction and improve our platform.

You’ll play a key role in solving technical challenges, shaping the customer experience, and driving product improvements. By building strong customer relationships and collaborating across teams, your contributions will directly enhance operational efficiency, customer satisfaction, and the success of RunPod.

Responsibilities:

• Troubleshoot and resolve critical or complex technical issues escalated by customers, including those related to configuration, performance, functionality, compatibility, or code errors in RunPod’s products or services.
• Utilize various tools and methods, such as code analysis, scripting for testing, log analysis and remote access, to identify root causes and deliver solutions or workarounds.
• Communicate effectively with customers and internal teams, including engineering, sales, and product management teams, to ensure customer satisfaction and integrate valuable feedback.
• Participate in sales meetings with customers, explain RunPod’s specific technologies, provide architectural recommendations, and build proof-of-concept solutions to support onboarding for potential high-spending customers.
• Assist the support team in troubleshooting and resolving escalated technical tickets, collaborate with the engineering team to provide workarounds or bug fixes, and work with the infrastructure team to address GPU server-related issues.
• Contribute to product development and testing efforts by relaying feedback from customers and the support team to the engineering team, helping to shape product improvements.
• Create and maintain technical documentation, such as knowledge base articles, FAQs, guides, and manuals, while also developing and delivering training sessions, webinars, and demos for customers, partners, and internal teams.

Requirements:

• Bachelor's degree in a relevant field (e.g., Computer Science, Computer Engineering, Software Engineering, Information Technology, Mathematics, or a related field) or equivalent professional experience.
• 3+ years of software development experience in JavaScript, Go (Golang), or Python.
• Strong problem-solving skills and ability to work in a collaborative environment.
• Excellent communication skills and attention to detail.
• Successful completion of a background check

Preferred:

• Strong technical skills, including proficiency in Python (Django, Flask, PyTorch), JavaScript (React, Node.js), and Go, with hands-on experience in full-stack development.
• Knowledge of various operating systems (Linux/Ubuntu), containerization (Docker), SQL databases (MySQL, PostgreSQL), NoSQL databases (MongoDB), and an understanding of data center components such as server hardware and network operations, as well as familiarity with common network protocols like TCP/IP, HTTP/HTTPS, SSH, and DNS.
• Ability to write and execute scripts, queries, or commands, and the ability to read and understand code, logs, errors, or traces.
• Proficiency in deploying and managing AI/ML models as services or APIs, along with a deep understanding of machine learning models, including their training, inference, and deployment processes on RunPod platforms.

What You’ll Receive:

• The competitive base salary for this position ranges from $77,000 to $125,000. The final salary will be determined during the interview process, based on factors such as the candidate's experience, qualifications, and location.
• Stock options
• The flexibility of remote work with an inclusive, collaborative team.
• An opportunity to grow with a company that values innovation and user-centric design.
• Generous vacation policy to ensure work-life harmony and well-being.
• Contribute to a company with a global impact based in the US, Canada, and Europe.

RunPod is committed to maintaining a workplace free from discrimination and upholding the principles of equality and respect for all individuals. We believe that diversity in all its forms enhances our team. As an equal opportunity employer, RunPod is committed to creating an inclusive workforce at every level. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, disability status, or any other characteristic protected by law.