Support Engineer

• Resolve technical issues and provide advanced support directly to customers, including support for fal’s platform (APIs, UI issues, and troubleshooting errors).
• Support users across multiple products via email, chat, and Slack.
• Troubleshoot integration issues, including authentication problems (OAuth, API keys), HTTP errors, malformed requests, rate limits, and API misconfigurations.
• Analyze API logs, error messages, and request/response payloads to identify root causes.
• Manage support tickets by responding within SLA timeframes, escalating complex issues appropriately, and maintaining detailed case records.
• Reproduce, escalate, and document bugs or edge cases in collaboration with engineering.
• Provide structured feedback to engineering teams regarding platform reliability, performance bottlenecks, and customer-reported issues, serving as an internal advocate for customer pain points and product improvement.
• Assist with testing and validation of new features, releases, and infrastructure changes before production deployment.
• Write and maintain technical content, including use case guides, how-to examples, FAQs, solutions for common errors, and documentation of issues and resolutions for the knowledge base.
• Improve developer documentation to make integration as self-serve as possible.

Technical Support Engineer

Research Scientist

• Spot missing products and features in the market to develop new solutions
• Develop entirely novel training or architecture methodologies
• Fine-tune existing models with new datasets
• Evaluate expected return on investment for different research approaches
• Collaborate with a team to iterate and deploy AI breakthroughs

Research Scientist – Engineering

Engineer

• Build and deliver custom environments with excellent GPU performance for customer workloads
• Leverage AI to an extreme level to automate provisioning, alerting and recovery
• Provision and configure dedicated Kubernetes clusters tailored to customer requirements
• Design and implement overlay networking (VLAN, VXLAN) and routing configurations (ECMP, BGP) and tunnels (strongSwan, IPSEC) for tenant isolation and performance
• Build and maintain Linux images
• Set up network monitoring and diagnostics for customer environments
• Automate the end-to-end lifecycle of customer compute environments: creation, configuration, validation, and teardown

Technical Support Engineer

Research Scientist – Engineering

Senior/Staff Virtualization Engineer