Technical Support Analyst (L2)

We're seeking a technically sharp and customer-focused Technical Support Analyst (L2) to join our Client's support engineering team and play a critical role in delivering exceptional technical support to thousands of developers and enterprises building and scaling AI systems on our platform. You will troubleshoot complex issues involving GPUs, containerized environments, AI inference, fine-tuning, and cloud infrastructure, helping customers move faster from experimentation to production.

Project - the foundational platform for developers to build and run custom AI systems at scale - serving 500,000+ developers with $120M+ ARR. As a Technical Support Analyst (L2), you'll resolve complex escalated issues, collaborate across engineering and product teams, and help customers get the most out of their AI infrastructure., * Proficiency in full-stack development concepts (Python with Django/Flask/PyTorch, JavaScript/Node.js/React, or Go)

• Experience deploying and managing AI/ML models as services/APIs, including training, inference, and optimization on GPU platforms
• Deep knowledge of containerization (Docker), orchestration concepts, SQL databases (MySQL/PostgreSQL), networking protocols (TCP/IP, HTTP/HTTPS, SSH, DNS), and data center fundamentals
• Hands-on experience with monitoring tools such as Datadog and Grafana
• Previous exposure to cloud GPU infrastructure or AI developer platforms, * Investigate and resolve complex technical issues related to our GPU cloud platform, AI inference workloads, container deployments, networking, and system performance, delivering clear solutions or effective workarounds
• Provide timely, professional support across multiple channels (email, chat, phone, and video calls), keeping customers informed and driving high satisfaction
• Analyze logs, code, system metrics (using tools like Datadog and Grafana), and configurations to identify root causes and collaborate with engineering teams on permanent fixes
• Manage escalated tickets, perform deep technical troubleshooting, and ensure timely resolution within SLAs (24h for standard issues, 72h for complex ones)
• Educate customers on platform features, best practices for AI workloads, Docker/containerization, and self-service troubleshooting to increase their independence
• Create and maintain high-quality internal and external documentation, including troubleshooting guides and knowledge base articles
• Proactively identify recurring issues, contribute to process improvements, and work cross-functionally with developers, QA, and product teams to enhance platform stability and user experience

• 3+ years of experience in technical support (L2 or higher), with a minimum of 5 years total in customer-facing support roles
• Bachelor's degree in Сomputer Science, Software Engineering, IT, or equivalent practical experience
• Solid familiarity with applied AI use cases, including inference, fine-tuning, LLM-based applications, or agentic systems
• At least 1 year of software engineering/development experience or 2 years as a networking/systems administrator
• Strong Linux server administration skills, including advanced SSH, terminal commands, and server OS management
• 2+ years of hands-on experience with Python, Shell scripting, and SQL
• Experience with Docker and container deployment
• Based in Europe and available for weekend coverage as needed per business requirements
• Upper-Intermediate English and better

• Competitive salary with the regular review
• Vacation (up to 20 working days)
• Sick leaves (10 working days)
• National Holidays as a time off
• Flexible working schedule, remote format
• Direct cooperation with the customer
• Dynamic environment with low level of bureaucracy and great team spirit
• Challenging projects in diverse business domains and a variety of tech stacks
• Communication with Top/Senior level specialists to strengthen your hard skills
• Online teambuildings