Technical Customer Support (L1)

Vast.ai; México; A distancia; MXN 180.000 - 300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

100% salary during probation

Yearly performance bonus

Health Insurance

Expense reimbursement

Descripción de la vacante

Vast.ai is hiring for a full‑time, remote L1 support role based in Mexico. You will be the first line of contact for customers and hosts, diagnosing GPU rental issues, assisting with AI workloads, and escalating when needed.

You’ll split time between general customer support and technical troubleshooting, collaborating with a globally distributed team. Strong communication and Linux/Docker experience are highly valued.

Formación

• Strong English written communication skills.
• Experience in customer or technical support is preferred.
• Comfort with Linux command line and Docker environments.
• Ability to troubleshoot common issues and document solutions.

Responsabilidades

• Respond to high volumes of customer and host inquiries via chat and email with professionalism.
• Troubleshoot L1 issues related to GPU rentals, Docker, Linux, and accounts.
• Set clear expectations and provide timely updates until resolution.
• Identify issues needing L2/engineering attention and document them.
• Maintain and improve internal knowledge bases and docs.

Conocimientos

Strong English written communication

Customer support mindset

Written communication under pressure

Independent work

Curious about AI / cloud infra

Herramientas

Docker

Linux

NVIDIA CUDA

Descripción del empleo

About Us

Vast.ai’s cloud powers AI projects and businesses all over the world. We are democratizing and decentralizing AI computing—reshaping our future for the benefit of humanity.

We value curiosity, ownership, and continuous learning. You’ll have the opportunity to dive into state-of-the-art AI systems while collaborating with a globally distributed team. We encourage and support growth into specialized or leadership tracks as our startup continues to scale.

About the Role

This is a high-volume, customer-facing L1 support role. You will be the first voice our customers and GPU hosts hear when something goes wrong — and how you handle that moment matters as much as whether you can technically diagnose it.

Success in this role is roughly equal parts people skills and technical knowledge. If you're a strong communicator who happens to know Linux and Docker, you'll thrive here. If you're deeply technical but find customer interaction draining or difficult, this likely isn't the right fit.

You will handle a steady stream of chat and email tickets — diagnosing GPU rental issues, helping clients run AI workloads, supporting hosts, and escalating what you can't resolve. Previous experience in a customer support or technical support role is strongly preferred.

Vast.ai users or hosts strongly preferred.

This is a full-time, remote position anywhere in Mexico. Ability to work evenings, weekends and some holidays is highly preferred.

Vast.ai users or hosts strongly preferred.

Key Responsibilities

50% General Customer Support / 50% Technical Support

• Respond to a high volume of customer and host inquiries via chat and email with professionalism and clarity
• Troubleshoot L1 issues related to GPU rentals, Docker containers, Linux environments, and account related questions
• Set clear expectations, communicate status updates, and follow up until issues are resolved
• Identify, document, and escalation issues that require L2/engineering attention
• Maintain and improve support documentation and internal knowledge base articles

You Are

• Genuinely energized by helping people — you don't just tolerate customer interaction, you're good at it
• A clear, confident written communicator — especially under pressure or with frustrated customers
• Patient and methodical when working through ambiguous or technically complex problems
• Comfortable working independently in a fast-paced, remote environment including weekends & holidays
• Detail-oriented with strong follow-through — you close the loop, you don't drop tickets
• Curious about AI, GPU computing, or cloud infrastructure

Must-haves

• Previous experience in customer support or technical support (B2C or B2B)
• Strong English written communication — clear, professional, and empathetic in tone
• Linux SysOps fundamentals — comfort with the command line, file systems, permissions
• Working knowledge of Network and Docker Troubleshooting
• Demonstrated ability to handle frustrated or confused customers constructively

Nice-to-haves

• Familiarity with GPU drivers (NVIDIA CUDA) and GPU workloads
• Experience with AI/ML frameworks (TensorFlow, PyTorch)
• Prior experience in a cloud or infrastructure support role
• Knowledge of the Vast.ai platform as a client or host
• Familiarity with VMs and virtualization

Benefits

• Competitive salary
• 100% salary during probation period
• Yearly Performance Bonus
• Health Insurance
• Reimbursement for approved work expenses
• Fast growing, ambitious startup environment