Technical Support Engineer

Hyperbolic Labs; United States; Remote; USD 70,000 - 120,000; Full time

Job summary

Hyperbolic Labs is seeking an Infrastructure Support Engineer to own tickets from initial response to resolution in a cloud/infrastructure environment. The role emphasizes strong Linux skills, SLA-driven performance, and hands-on problem triage across multicustomer environments.

You'll work with SSH, NFS, storage, and security groups, and participate in on-call rotation across time zones. A focus on GPU workloads and documentation is required to improve processes and knowledge sharing.

Qualifications

• Very strong Linux experience and daily work in the CLI.
• Experience owning tickets against a response SLA in cloud, hosting, or infrastructure.
• Solid networking and storage fundamentals: SSH, NFS, DNS, firewalls, and security groups.
• Working familiarity with GPU workloads: nvidia-smi, drivers, CUDA, and containers.
• Clear and fast written communication under time pressure.
• Ability to work across time zones and with an on-call rotation.

Responsibilities

• Own tickets from first response to resolution, maintaining ownership even through escalation
• Manage SLA response commitments and severity classification
• Perform technical triage, problem reproduction, and log gathering
• Troubleshoot customer environment access, including SSH, NFS mounts, storage, and security groups
• Execute and author runbooks to improve internal knowledge
• Maintain customer-facing and internal documentation

Skills

Linux CLI

Ticket ownership

SLA management

Networking basics

GPU workloads familiarity

Written communication

Time zone coordination

Tools

Zendesk

Linear

PagerDuty

bash

Python

Kubernetes

Docker

Slurm

Job description

Responsibilities

• Own tickets from first response to resolution, maintaining ownership even through escalation
• Manage SLA response commitments and severity classification
• Perform technical triage, problem reproduction, and log gathering
• Troubleshoot customer environment access, including SSH, NFS mounts, storage, and security groups
• Execute and author runbooks to improve internal knowledge
• Maintain customer-facing and internal documentation

Requirements

• Very strong Linux experience and daily work in the CLI
• Experience owning tickets against a response SLA in cloud, hosting, or infrastructure support
• Solid networking and storage fundamentals: SSH, NFS, DNS, firewalls, and security groups
• Working familiarity with GPU workloads: nvidia-smi, drivers, CUDA, and containers
• Clear and fast written communication under time pressure
• Ability to work across time zones and with an on-call rotation

Preferred Qualifications

• Experience with ticketing and on-call tooling (Zendesk, Linear, PagerDuty)
• Scripting in bash or Python to automate repeat work
• Exposure to Slurm, Kubernetes, or Docker in a multi-tenant environment
• Background in GPU cloud, HPC, or hardware-adjacent support organizations

About the Company

Hyperbolic Labs is on a mission to democratize AI by breaking down the barriers to computing power with our Open-Access AI Cloud. We offer an innovative GPU marketplace and AI inference service that promise affordability and accessibility for all.