Technical Support Engineer – L2

Runpod

Technical Support Engineer (L2) at Runpod providing advanced technical assistance and support to customers with AI-focused solutions. Collaborating with teams to resolve complex technical issues and enhance product quality.

Posted 7/30/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $70,000 - $93,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical customer support with a strong focus on troubleshooting complex issues, effective communication, and collaboration with cross-functional teams. Proficient in software configuration, diagnostic tools, and maintaining technical documentation to enhance customer satisfaction and product development.

Highest-signal resume keywords

Technical Customer SupportTroubleshooting Complex IssuesSoftware Engineering/DevelopmentCommunication SkillsRoot Cause Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software ConfigurationScriptingCode AnalysisLog AnalysisSQL DatabasesPythonContainerizationOperating SystemsNetwork ProtocolsPerformance Analysis

Soft Skills

Problem-SolvingEffective Communication

Tools & Technologies

Google MeetZoomDockerMySQLPostgreSQL

Industry Keywords

Applied AIData Center ComponentsGPU ServerTechnical DocumentationCustomer Satisfaction

Tech Stack

Tools & technologies

DNSDockerLinuxMySQLPostgresPythonSQLTCP/IP

About the role

Key responsibilities & impact

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.
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.
Conduct thorough analysis of system performance, errors, and configurations to ensure our systems remain stable and reliable.
Assist customers with software configuration tasks, such as installation, setup, and customization, to help them get the most out of our products.

Requirements

What you’ll need

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.
Strong problem-solving skills and the ability to analyze and resolve technical issues.
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, HTTP/HTTPS, 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.
Excellent communication skills, both verbal and written.

Benefits

Comp & perks

Meaningful equity in a fast-growing company- everyone on the team receives stock options — your impact drives our growth, and you share in the upside.
Generous medical, dental & vision plans
Flexible PTO- take the time you need to recharge
$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