The opportunity
Runpod is the AI Developer Cloud. More than one million developers, from indie researchers to teams running frontier models in production, use Runpod to experiment, train, fine-tune, deploy, and scale AI on one platform.
What you'll do
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).
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, supply and product management teams, to ensure customer satisfaction and integrate valuable feedback.
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.
What they're looking for
- 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.
- 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.
