Technical Support Engineer - APAC

Hyperbolic; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Hyperbolic is building a unified platform for global AI compute infrastructure. As a Technical Support Engineer for APAC, you will be the first and primary contact for customers with GPU cluster issues, owning tickets end-to-end from initial response through resolution while maintaining SLA compliance.

You will reproduce issues, gather logs, triage faults, follow runbooks, manage access and infrastructure settings, track severity and response times, and update documentation to prevent repeat

Qualifications

• Very strong Linux experience with daily command-line work and deep familiarity with Linux systems administration.
• Proven experience owning support tickets against response SLAs in cloud, hosting, or infrastructure support environments.
• Solid understanding of networking and storage fundamentals including SSH, NFS, DNS, firewalls, and security groups.
• Working familiarity with GPU workloads including nvidia-smi, GPU drivers, CUDA, and container technologies.
• Clear and fast written communication skills, particularly under time pressure when customers are blocked.
• Good judgment about the limits of your own knowledge and a bias toward early escalation with complete context rather than late guesses.

Responsibilities

• Own customer support tickets from initial response through resolution, including coordination with deeper technical resources when needed, without handing off responsibility.
• Reproduce customer issues, gather relevant logs and configuration data, and perform initial triage to determine whether faults lie with Hyperbolic systems or external cloud providers.
• Execute documented runbooks for common issues and author new runbooks when solving novel problems to prevent future escalations.
• Manage customer environment access, SSH keys, NFS mounts, storage quotas, security groups, and related infrastructure configuration questions.
• Maintain SLA compliance by setting severity classifications, tracking first response times, and ensuring all open issues are progressed toward resolution.
• Update customer-facing documentation and internal knowledge bases to close documentation gaps that cause repeat tickets.

Skills

Linux expertise

SLA ownership

Networking basics

GPU workloads

Clear communication

Escalation bias

Tools

Zendesk

PagerDuty

Linear

Bash

Python

SSH

Job description

Hyperbolic is building a unified platform for global AI compute infrastructure. As a Technical Support Engineer for APAC, you will be the first and primary point of contact for customers experiencing issues with their GPU clusters, owning tickets end-to-end from initial response through resolution while maintaining SLA compliance.

What You'll Do

• Own customer support tickets from initial response through resolution, including coordination with deeper technical resources when needed, without handing off responsibility
• Reproduce customer issues, gather relevant logs and configuration data, and perform initial triage to determine whether faults lie with Hyperbolic systems or external cloud providers
• Execute documented runbooks for common issues and author new runbooks when solving novel problems to prevent future escalations
• Manage customer environment access, SSH keys, NFS mounts, storage quotas, security groups, and related infrastructure configuration questions
• Maintain SLA compliance by setting severity classifications, tracking first response times, and ensuring all open issues are progressed toward resolution
• Update customer-facing documentation and internal knowledge bases to close documentation gaps that cause repeat tickets

What You Need

• Very strong Linux experience with daily command-line work and deep familiarity with Linux systems administration
• Proven experience owning support tickets against response SLAs in cloud, hosting, or infrastructure support environments
• Solid understanding of networking and storage fundamentals including SSH, NFS, DNS, firewalls, and security groups
• Working familiarity with GPU workloads including nvidia-smi, GPU drivers, CUDA, and container technologies
• Clear and fast written communication skills, particularly under time pressure when customers are blocked
• Good judgment about the limits of your own knowledge and a bias toward early escalation with complete context rather than late guesses

Nice to Have

• Experience with ticketing and on-call tooling such as Zendesk, Linear, PagerDuty, or similar platforms
• Scripting capabilities in Bash or Python to automate repetitive work
• Exposure to Slurm, Kubernetes, or Docker in multi-tenant environments
• Background in GPU cloud services, HPC infrastructure, or hardware-adjacent support organizations