Customer Support Engineer (GPU Cluster)

Togetherai; San Francisco (CA); Hybrid; USD 160,000 - 230,000; Full time

Benefits offered by this job

Health insurance

Competitive compensation

Startup equity

Job summary

Togetherai, based in San Francisco, is seeking a Customer Support Engineer to assist customers with innovative AI solutions. In this role, you'll be the first line of defense, engaging directly with clients to resolve complex issues involving GPU clusters.

The ideal candidate will have over three years of experience in technical support, particularly in AI, with strong problem-solving skills and a knack for communicating complex ideas. Competitive compensation and flexibility in remote work are offered.

Qualifications

• 3+ years in a customer-facing technical role; 1 year in an AI support function.
• Strong technical background in GPU technologies and high-performance computing.
• Ability to communicate complex concepts to non-technical stakeholders.

Responsibilities

• Engage with customers to resolve technical challenges with GPU clusters.
• Become a product expert, ensuring a high level of customer satisfaction.
• Document configurations and troubleshooting guides for team knowledge.

Skills

AI and ML knowledge

Kubernetes proficiency

Problem solving

Scripting and Programming

Excellent communication

Tools

Ansible

SLURM

Job description

About the role

As a Customer Support Engineer at a pioneering AI company, you'll be the first line of defense to support customers as they build out training, fine tuning, and inference solutions with Together AI. You'll dive deep into complex technical challenges, providing swift and effective solutions while serving as a product expert. As a part of the Customer Experience organization, you will collaborate closely with product and sales, driving continuous improvement of our offerings. This is an exciting opportunity for a deeply technical professional passionate about AI and customer success to make a significant impact in a fast‑paced, innovative environment.

Responsibilities

• Engage directly with customers to tackle and resolve complex technical challenges involving our cutting‑edge Kubernetes GPU clusters; ensure swift and effective solutions every time.
• Become a product expert in our GPU Cluster service, serving as the last line of technical defense before issues are escalated to Engineering and Product teams.
• Collaborate seamlessly across Engineering, Research, and Product teams to address customer concerns; collaborate with senior leaders both internally and externally to ensure the highest levels of customer satisfaction.
• Transform customer insights into action by identifying patterns in support cases and working with Engineering and Go‑To‑Market teams to drive Together’s roadmap (e.g., future models to support).
• Maintain detailed documentation of system configurations, procedures, troubleshooting guides, and FAQs to facilitate knowledge sharing with team and customers.
• Be flexible in providing support coverage during holidays, nights and weekends as required by business needs to ensure consistent and reliable service for our customers.

Requirements

• 3+ years of experience in a customer‑facing technical role with at least 1 year in a support function in AI or supporting a mission‑critical API in SaaS.
• Strong technical background, with knowledge of AI, ML, GPU technologies and their integration into high‑performance computing (HPC) environments.
• Familiarity with infrastructure services (e.g., Kubernetes, SLURM), infrastructure as code solutions (e.g., Ansible) high‑performance network fabrics, NFS‑based storage management, container infrastructure, and scripting and programming languages.
• Foundational understanding in the installation, configuration, administration, troubleshooting, and securing of compute clusters.
• Complex technical problem solving and troubleshooting, with a proactive approach to issue resolution.
• Ability to work cross‑functionally with teams such as Sales, Engineering, Support, Product and Research to drive customer success.
• Strong sense of ownership and willingness to learn new skills to ensure both team and customer success.
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non‑technical stakeholders.
• Ability to operate in dynamic environments, adept at managing multiple projects, and comfortable with frequent context switching and prioritization.

Compensation

We offer competitive compensation, startup equity, health insurance, and other benefits, as well as flexibility in terms of remote work. The US base salary range for this full‑time position is: $160,000‑230,000 + equity + benefits. Our salary ranges are determined by location, level and role. Individual compensation will be determined by experience, skills, and job‑related knowledge.

Equal Opportunity

Together AI is an Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more.