Technical Support Analyst (L2)

Runpod is the foundational platform for developers to build and run custom AI systems that scale. With over 500,000 developers worldwide and an annual recurring revenue run rate exceeding $120M, Runpod operates at the intersection of developer velocity and production-scale AI. Founded in 2022, we’ve grown rapidly by building infrastructure purpose-built for modern AI workloads. Our platform enables teams to move from experimentation to deployment with flexibility across cloud, on-prem, and hybrid environments. As a remote-first, globally distributed company, we are building the infrastructure layer that powers the next generation of AI systems.

As a Technical Support Analyst (L2), you’ll play a critical role in supporting our customers by providing advanced technical assistance to resolve complex issues. This position is ideal for someone who thrives in a dynamic environment and is passionate about delivering exceptional customer service. 

Please note: this position requires availability on weekends as per business requirements.

Responsibilities:

Customer Support and Problem Resolution

• Provide clear, timely communication to customers, keeping them informed about the status of their issues and ensuring a high level of customer satisfaction.
• Deliver support through multiple channels, including email, phone, chat, and video calls (e.g., Google Meet, Zoom).
• Tackle complex technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently.
• Manage escalated tickets, offering detailed solutions or escalating further when necessary.
• Educate customers on product features to help them resolve issues independently when possible.
• We aim for a Customer Satisfaction (CSAT) score above 95%, with a resolution SLA of 24 hours for less complex issues and 72 hours for more complicated ones.

Documentation and Communication

• Develop and update thorough documentation, including troubleshooting guides and knowledge base articles.
• Simplify technical jargon to explain solutions clearly to non-technical users, ensuring they fully understand the issues and resolutions.
• Pay close attention to detail and proactively address customer needs in all interactions.

Collaboration and Escalation

• Work closely with teams across the company, such as developers, QA engineers, product managers, and customer success teams, to find solutions to customer issues.
• Escalate unresolved or complex issues to the right teams, like development or engineering, and follow up to ensure they’re addressed.

Technical Analysis and Solutions

• Use diagnostic tools and techniques to find the root cause of issues and implement fixes, updates, or changes as needed.
• Analyze software code and logs to spot bugs or performance issues, developing solutions or workarounds where necessary.
• Conduct thorough analysis of system performance, errors, and configurations to ensure our systems remain stable and reliable.
• Proficiency with Datadog, Grafana, SQL databases, and ease with CRM tools are considered strong assets for this role.

Customer Configuration Assistance

• Assist customers with software configuration tasks, such as installation, setup, and customization, to help them get the most out of our products.

Requirements:

• At least 3 years of experience in a technical support role, with a total of at least 5 years in customer support.
• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent practical experience)
• Strong problem-solving skills and the ability to analyze and resolve technical issues.
• Should have at least 1 year of experience in software engineering/development or 2 years of experience as a networking admin
• Advanced knowledge of operating systems, including:
  • Excellent communication skills, both verbal and written.
  • At least 2 years of experience with Python, Shell scripting, and SQL.
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