Technical Support Engineer (Inference) - US Weekends

Together; United States; Remote; USD 160,000 - 230,000; Full time

Benefits offered by this job

Startup equity

Health insurance

Remote work flexibility

Job summary

Together AI is seeking a Technical Support Engineer to be the first line of defense for customers building training, fine-tuning, and inference solutions. You will work with GPU clusters and Kubernetes-based endpoints, acting as a product expert and driving improvements within the Customer Experience team.

The role requires 6+ years in customer-facing tech, strong SRE/DevOps background, and deep knowledge of AI tools.

Qualifications

• 6+ years in a customer-facing technical role, SRE, DevOps, or infra engineering, with at least 1 year in an AI service.
• Experience as an SRE or DevOps engineer working with Kubernetes.
• Strong technical background with AI/ML and GPU HPC knowledge.
• Production-level infra and IaC experience (Kubernetes, SLURM, Ansible), and HPC storage familiarity.
• Familiarity with HPC storage like Vast and Weka.
• Diagnose complex network issues and read traces.
• Observability tooling experience (Prometheus, Grafana) at scale.
• REST API debugging and HTTP semantics.
• Experience with LLM inference frameworks and LoRA fine-tuning.
• Infra as Code and Git-based workflows.
• GPU cluster management background.
• Cloud experience (AWS, GCP, Azure).
• Compute cluster installation and admin skills.
• Strong problem solving and proactive approach.
• Cross-functional collaboration with Sales, Engineering, Support, Product, Research.
• Ownership mindset and willingness to learn.
• Excellent communication and interpersonal skills.
• Able to manage multiple projects with prioritization.

Responsibilities

• Engage with customers to resolve complex GPU and inference challenges.
• Maintain healthy, stable inference endpoints on Kubernetes.
• Become a product expert and escalate to Engineering/Product when needed.
• Assist with migrations and monitor dashboards for anomalies.
• Manage customer communications during incidents with clear updates.
• Contribute infra changes via pull requests for endpoint config and scaling.
• Flag engine-level bugs with logs and reproduction steps.
• Collaborate across teams to ensure customer satisfaction.
• Translate insights into roadmap inputs with GTM teams.
• Document configurations, procedures, and troubleshooting guides.
• Provide holiday/weekend coverage as required.

Skills

Problem solving

Communication

Ownership

Cross-functional

AI/ML knowledge

Tools

Kubernetes

Prometheus

Grafana

Ansible

SLURM

REST APIs

AWS

GCP

Azure

Terraform

Job description

Remote

About the role

As a Technical 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.

Required hours

• This is a fulltime position working US daytime hours. The role will work both weekend days (Saturday and Sunday) as well as two additional weekdays.
• This is a 4-day shift, 10 hours per day, with 2 additional hours of on-call coverage on Saturdays and Sundays.
• The role would start as a Monday to Friday role for the first few months to allow for ramping up and learning from teammates. After being considered fully ramped, the role would transition to the 4-day weekend shift.

Responsibilities

• Engage directly with customers to tackle and resolve complex technical challenges involving our cutting-edge GPU clusters and our inference and fine-tuning services; ensure swift and effective solutions every time.
• Act as a customer facing SRE to ensure our customer’s Inference endpoints (running on Kubernetes) remain healthy, stable, and performant
• Become a product expert in all of our Gen AI solutions, serving as the last line of technical defense before issues are escalated to Engineering and Product teams.
• Assist with hardware and platform migrations by validating system health and traffic routing. Monitor dashboards to detect anomalies and elevate with data-backed analysis
• Manage customer-facing communications during incidents and degradations; translate deep technical findings (latency regressions, provider issues, network reachability drops) into clear, evidence-backed updates without exposing platform internals
• Contribute infrastructure changes for model deployment, capacity rebalancing, and cluster configuration. You will execute infrastructure changes via pull requests (infra-as-code) for tasks such as endpoint configuration, model bringup/bringdown, and capacity scaling
• Flag engine-level bugs with logs and reproduction steps for engineering
• 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

• 6+ years of experience in a customer-facing technical role, SRE, DevOps, or infrastructure engineering, with at least 1 year in a support role for an AI service
• Experience as an SRE or DevOps engineer working with Kubernetes
• Strong technical background, with knowledge of AI, ML, GPU technologies and their integration into high-performance computing (HPC) environments.
• Advanced, production-level experience with infrastructure services (e.g., Kubernetes, SLURM), infrastructure as code solutions (e.g., Ansible) high-performance network fabrics, NFS-based storage management, and container infrastructure
• Familiarity with operating storage systems in HPC environments such as Vast and Weka
• Proven ability to diagnose complex network-layer issues and read traces
• Demonstrated expertise with observability tooling (e.g., Prometheus, Grafana) at scale
• Deep familiarity with REST API debugging and HTTP semantics
• Experience with LLM inference frameworks and LoRA fine-tuning and common training failure modes
• Experience with Infrastructure as Code and Git-based workflows
• Background in GPU cluster management
• Cloud platform experience (AWS, GCP, and/or Azure)
• 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.

About Together AI

Together AI is a research-driven artificial intelligence company. We believe open and transparent AI systems will drive innovation and create the best outcomes for society, and together we are on a mission to significantly lower the cost of modern AI systems by co-designing software, hardware, algorithms, and models. We have contributed to leading open-source research, models, and datasets to advance the frontier of AI, and our team has been behind technological advancement such as FlashAttention, Hyena, FlexGen, and RedPajama. We invite you to join a passionate group of researchers in our journey in building the next generation AI infrastructure.

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: $160K - $230K + equity + benefits. Our salary ranges are determined by location, level and role. Individual compensation will be determined by experience, skills, and job-related knowledge.

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.