Remote Technical Support Engineer (L2)

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. 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. 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. 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. Assist customers with software configuration tasks, such as installation, setup, and customization, to help them get the most out of our products. At least 5 years professional experience in technical customer support. Bachelor’s degree in a relevant field (e.g., Computer Science, Computer Engineering, Software Engineering, Information Technology, or a related field) or equivalent professional experience. Familiarity with applied AI use cases such as inference, fine-tuning, LLM-based applications, or agentic systems. Should have at least 2 years of experience in software engineering/development or 2 years of experience as a networking admin Knowledge of various operating systems (Linux/Ubuntu), containerization (Docker), SQL databases (MySQL, PostgreSQL), and an understanding of data center components such as server hardware and network operations, as well as familiarity with common network protocols like TCP/IP, SSH, and DNS. Ability to write and execute scripts, queries, or commands, and the ability to read and understand code, logs, errors, or traces in Python. Experience with Linux (server versions specifically) Strong asset: proficiency in Docker and deployment on the docker Strong technical skills, including proficiency in Django, Flask, PyTorch, JavaScript (React, Node.js), and Go, with hands-on experience in full-stack development. Proficiency in deploying and managing AI/ML models as services or APIs, along with a deep understanding of machine learning models, including their training, inference, and deployment processes on Runpod platforms. Experience in AI fine-tuning or AI inference The competitive base pay for this position ranges from 70,000 to 82,500 euro. Flexible PTO- take the time you need to recharge Most roles are remote work first with an inclusive, collaborative teams utilizing slack as the main form of internal communication Join a passionate team on the cutting edge of AI infrastructure where culture, learning, and ownership are at the heart of how we scale. 1,200 USD Home Office & Equipment Stipend- We set you up for success from day one with gear and support to create your ideal workspace We believe that diversity in all its forms enhances our team. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, disability status, or any other characteristic protected by law.

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. We’re at an inflection point for AI infrastructure, and we’re building the platform the next generation of developers will depend on. We’re a small, remote-first team. We take ownership seriously, move fast, and ship work that more than a million developers rely on every day. 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. Please note : this position requires availability on weekends as per business requirements and you must be in EMEA in one of the following places Ireland, United Kingdom, Spain or Poland Deliver support through multiple channels, including email, phone, chat, and video calls (e.g., Troubleshoot and resolve critical or complex technical