AI Infrastructure Support Engineer First Line Response

You will provide first- and second-line technical support to customers and internal stakeholders. You will troubleshoot GPU cloud, infrastructure, connectivity, and platform issues; manage and document tickets; maintain support resources; escalate critical problems; participate in incidents; and improve support processes.

Responsibilities

• Handle customer support tickets and inquiries through email, chat, and ticketing systems
• Provide technical support according to support processes and SLAs
• Troubleshoot GPU cloud platform, infrastructure, and related service issues
• Diagnose and resolve common technical problems and escalate complex issues
• Manage tickets, documentation, status updates, and escalation
• Maintain records of support interactions and resolutions
• Build product and issue knowledge
• Contribute to knowledge bases, troubleshooting guides, and FAQs
• Perform system diagnostics and log analysis
• Identify issue patterns and escalate systemic problems
• Support configuration, deployment, and optimization questions
• Collaborate with engineering, operations, and product teams
• Participate in incident response
• Gather customer feedback and improvement suggestions
• Improve support processes, documentation, tooling, and self-service resources

Requirements

• 2–4 years of technical support experience in a software, cloud, or infrastructure environment
• Troubleshooting and problem-solving skills
• Written and verbal communication skills
• Experience managing support tickets and following ITIL or similar support processes
• Familiarity with AWS, GCP, Azure, or infrastructure concepts
• Understanding of networking, Linux or Unix systems, or containerization
• Ability to prioritize and escalate in a fast-paced environment