Technical Support Engineer (L1)

Runpod

2d•$42,000 - $52,000•Remote

About The Position

Runpod is hiring a Technical Support Engineer (L1) to provide technical and non-technical customer assistance. The role owns the Level 1 ticket queue, resolves issues directly where possible, and escalates issues to Level 2 while maintaining ticket quality. The position is the first point of contact for many customers, and timely, clear responses help shape their experience. The team aims for a Customer Satisfaction (CSAT) score above 95%, with resolution SLAs of 24 hours for less complex issues and 72 hours for more complicated ones. The role provides support through email, phone, chat, and video calls, and works with internal teams to resolve customer problems. When an issue lacks existing knowledge-base coverage, the Technical Support Engineer documents it so customers and colleagues can benefit from the solution. The position may require weekend availability on Saturday or Sunday, with flexibility to choose three additional work days during the week, and may require a specific allocated shift. Runpod describes itself as a small, remote-first team. Compensation includes a base salary range of $42,000–$52,000, with the range narrowed during interviews based on factors including experience, qualifications, and location. The company also offers RSUs, medical, dental, and vision plans, flexible PTO, and a $1,200 home office and equipment stipend. Applicants must be eligible to work in the United States; employment visa sponsorship is not available.

Requirements

Strong problem-solving skills and the ability to analyze and resolve customer issues.
Bachelor’s degree in computer science or professional experience in a technical support role; the description also refers to equivalent professional experience.
At least 2 years of experience with shell scripting, Python, and SQL.
Excellent verbal and written communication skills.
Experience with REST APIs and GraphQL.
Availability to work weekends (Saturday or Sunday) and an allocated shift if required.
Successful completion of a background check.

Nice To Haves

Understanding of Docker and application deployment.
Proficiency with observability tools.
Comfort working with CRM or ticketing tools.
Understanding of AI fine-tuning or AI inference.
At least 2 years of experience as a network administrator, in DevOps, or in software development.
Advanced knowledge of operating systems, including understanding SSH and terminal commands.
Experience with Linux, specifically server versions.

Responsibilities

Provide clear, timely customer communications and keep customers informed about the status of their issues.
Deliver support through email, phone, chat, and video calls, including Google Meet or Zoom.
Address basic technical and non-technical issues reported by customers or internal teams and work to resolve them efficiently.
Manage Level 1 tickets, provide detailed solutions, and escalate tickets to a Level 2 analyst when needed while maintaining ticket quality.
Educate customers about product features so they can resolve issues independently when possible.
Develop and update documentation when a new issue is not covered by the knowledge base.
Explain technical issues and solutions clearly to non-technical users.
Pay close attention to detail and proactively address customer needs during interactions.
Escalate unresolved or complex issues to appropriate teams, including Level 2/3, the Support Lead, Documentation, Development, or Engineering, and follow up to ensure they are addressed.
Use diagnostic tools and techniques to identify root causes.
Analyze system behavior, errors, and configurations when incidents are reported to help ensure system stability and reliability.