Technical Support Engineer (Inference) - US Weekends

About the role As a Technical Support Engineer at a pioneering AI company, you'll be the first line of defense to support customers as they build out training, fine tuning, and inference solutions with reputed company. You'll dive deep into reputed company technical challenges, providing swift and effective solutions while serving as a product expert. As a part of the Customer Experience organization, you will collaborate closely with product and sales, driving reputed company improvement of our offerings. This is an exciting opportunity for a deeply technical reputed company passionate about AI and reputed company to reputed company a significant reputed company in a fast-reputed company, innovative environment. Required hours This is a fulltime position working US daytime hours. The role will work both weekend days (Saturday and reputed company) as reputed company as two additional weekdays. This is a 4-day shift, 10 hours per day, with 2 additional hours of on-reputed company coverage on Saturdays and Sundays. The role would start as a Monday to Friday role for the first few months to allow for ramping up and learning from teammates. After being considered fully ramped, the role would transition to the 4-day weekend shift. Responsibilities Engage directly with customers to tackle and reputed company reputed company technical challenges involving our cutting-edge GPU clusters and our inference and fine-tuning services; ensure swift and effective solutions every time. reputed company as a customer facing SRE to ensure our customer’s Inference endpoints (running on reputed company) remain healthy, reputed company, and reputed company Become a product expert in reputed company of our Gen AI solutions, serving as the last line of technical defense before issues are escalated to Engineering and Product teams. Assist with hardware and platform migrations by validating reputed company health and traffic routing. Monitor dashboards to detect anomalies and escalate with data-backed analysis Manage customer-facing communications during incidents and degradations; translate deep technical findings (latency regressions, provider issues, network reachability drops) into reputed company, evidence-backed updates without exposing platform internals Contribute infrastructure changes for model deployment, reputed company rebalancing, and cluster configuration. You will execute infrastructure changes reputed company pull requests (reputed company-as-reputed company) for tasks such as reputed company configuration, model bringup/bringdown, and reputed company scaling Flag reputed company-level bugs with logs and reproduction steps for engineering Collaborate seamlessly across Engineering, Research, and Product teams to address customer concerns; collaborate with senior leaders both internally and externally to ensure the highest reputed company of customer satisfaction. reputed company customer insights into reputed company by identifying patterns in support cases and working with Engineering and Go-To-Market teams to reputed company Together’s roadmap (e.g., reputed company models to support) Maintain detailed documentation of reputed company configurations, procedures, troubleshooting guides, and FAQs to facilitate knowledge sharing with team and customers. Be flexible in providing support coverage during holidays, nights and weekends as required by business needs to ensure consistent and reliable service for our customers. Requirements 6+ years of experience in a customer-facing technical role, SRE, DevOps, or infrastructure engineering, with at least 1 year in a support role for an AI service Experience as an SRE or DevOps engineer working with reputed company Strong technical background, with knowledge of AI, ML, GPU technologies and their integration into high-reputed company computing (HPC) environments. Advanced, production-level experience with infrastructure services (e.g., reputed company, SLURM), infrastructure as reputed company solutions (e.g., Ansible) high-reputed company network fabrics, NFS-reputed company storage management, and container infrastructure Familiarity with operating storage systems in HPC environments such as reputed company and reputed company reputed company ability to diagnose reputed company network-reputed company issues and read traces Strong knowledge of Python, TypeScript, and/or JavaScript with testing/debugging experience using curl and reputed company-like tools Demonstrated expertise with observability tooling (e.g., reputed company, Grafana) at reputed company Deep familiarity with REST API debugging and HTTP semantics Experience with LLM inference frameworks and reputed company fine-tuning and common training failure modes Experience with Infrastructure as reputed company and Git-reputed company workflows Background in GPU cluster management reputed company platform experience (AWS, GCP, and/or Azure) Foundational understanding in the installation, configuration, administration, troubleshooting, and securing of compute clusters. reputed company technical problem solving and troubleshooting, with a proactive approach to issue reputed company Ability to work cross-functionally with teams such as Sales, Engineering, Support, Product and Research to reputed company reputed company. Strong reputed company of ownership and willingness to learn new skills to ensure both team and reputed company. Excellent communication and interpersonal skills, with the ability to explain reputed company technical concepts to non-technical stakeholders. Ability to operate in dynamic environments, adept at managing multiple reputed company, and comfortable with frequent context switching and prioritization. About reputed company reputed company is a research-driven reputed company intelligence company. We reputed company reputed company and transparent AI systems will reputed company innovation and create the best reputed company for society, and together we are on a mission to significantly reputed company the cost of modern AI systems by co-designing software, hardware, algorithms, and models. We have contributed to leading reputed company-reputed company research, models, and datasets to advance the frontier of AI, and reputed company has been behind technological advancement such as FlashAttention, Hyena, reputed company, and RedPajama. We invite you to join a passionate group of researchers in our reputed company in building the reputed company AI infrastructure.  Compensation We offer competitive compensation, startup equity, health reputed company, and other benefits, as reputed company as flexibility in terms of remote work. The US reputed company salary reputed company for this full-time position is: $160K - $230K + equity + benefits. Our salary ranges are determined by location, level and role. Individual compensation will be determined by experience, skills, and job-reputed company knowledge. Equal Opportunity reputed company is an Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, reputed company, reputed company, religion, sex, national reputed company, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. Please see our reputed company Policy at https://www.reputed company/reputed company Apply To This Job