Technical Support Engineer (L1)

Runpod; United States; Remote; USD 42,000 - 52,000; Full time

Benefits offered by this job

Equity (RSUs)

Medical, dental & vision plans

Flexible PTO

Remote-first environment

Home Office & Equipment stipend

Job summary

Runpod, a remote-first AI developer cloud, seeks a customer-focused support specialist to be the first point of contact for customers. You will resolve Level 1 issues, document new problems, and help customers understand product features. Weekend work may be required with a flexible schedule.

We value clear communication, strong problem-solving, and experience with REST APIs and GraphQL. This role offers equity, remote work, and a competitive salary with benefits.

Qualifications

• Bachelor’s degree in computer science or equivalent professional experience.
• At least 2 years of shell scripting, Python, and SQL.
• Strong problem-solving and communication skills.
• Experience with REST APIs and GraphQL.

Responsibilities

• Resolve Level 1 customer issues with clear communication.
• Provide multi-channel support (email, phone, chat, video).
• Tackle technical or non-technical issues reported by customers or internal teams.
• Manage Level 1 tickets and escalate when necessary to Level 2.
• Educate customers on product features to enable self-help.

Skills

Problem-solving

Communication

REST APIs

GraphQL

Weekend availability

Background check

Education

Bachelor's degree in computer science or equivalent

Tools

Docker

Observability tools

CRM tools

Linux administration

Job description

Runpod is the AI Developer Cloud. More than one million developers, from indie researchers to teams running frontier models in production, use Runpod to experiment, train, fine-tune, deploy, and scale AI on one platform. The platform has processed more than 20 billion inference requests. We closed a $100M Series A in June 2026. We're at an inflection point for AI infrastructure, and we're building the platform the next generation of developers will depend on. Learn more in our CEO's funding announcement: https://www.runpod.io/blog/one-million-developers.

We're a small, remote-first team. We take ownership seriously, move fast, and ship work that more than a million developers rely on every day. We're looking for people who care deeply, build with urgency, and want to matter at scale.

Please note:

This position may require weekend availability, specifically working on Saturdays or Sundays, with flexibility to choose three additional work days during the week. This position may also need to work a specific allocated shift.

Your Impact:

You’ll be the first person many Runpod customers talk to when something goes wrong, and how quickly and clearly you respond shapes their experience of the platform. We aim for a Customer Satisfaction (CSAT) score above 95%, with a resolution SLA of 24 hours for less complex issues and 72 hours for more complicated ones. When you find a new issue with no existing knowledge base coverage, you’ll document it, so every ticket you resolve can help the next customer solve the problem on their own.

Responsibilities

• Strong problem-solving skills and the ability to analyze and resolve customer issues.
• Bachelor’s degree in computer science or equivalent professional experience
• At least 2 years of experience with shell scripting, Python, and SQL.
• Excellent communication skills, both verbal and written.
• Experience with REST APIs and GraphQL
• Availability to work weekends (Saturday or Sunday) and an allocated shift if required.
• Successful completion of a background check

Customer Support and Problem Resolution

• Provide clear, timely communication to customers, keeping them informed about the status of their issues and ensuring a high level of customer satisfaction.
• Deliver support through multiple channels, including email, phone, chat, and video calls (e.g., Google Meet, Zoom).
• Tackle basic technical or non-technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently.
• Manage all Level 1 tickets, offering detailed solutions or escalating to a Level 2 analyst when necessary while maintaining the quality of the tickets.
• Educate customers on product features to help them resolve issues independently when possible.

Documentation and Communication

• Develop and update thorough documentation when there's no knowledge base coverage for a new issue.
• Simplify technical jargon to explain solutions clearly to non-technical users, ensuring they fully understand the issues and resolutions.
• Pay close attention to detail and proactively address customer needs in all interactions.

Collaboration and Escalation

• Escalate unresolved or complex issues to the right teams, such as Level 2/3, the Support Lead, Documentation, Development, or Engineering, and follow up to ensure they're addressed.

Technical Analysis and Solutions

• Use diagnostic tools and techniques to find the root cause of issues.
• Conduct thorough analysis of system behavior, errors, and configurations to ensure our systems remain stable and reliable when an incident is reported.

Requirements

• Strong problem-solving skills and the ability to analyze and resolve customer issues.
• Bachelor’s degree in computer science or professional experience in a technical support role
• At least 2 years of experience with shell scripting, Python, and SQL.
• Excellent communication skills, both verbal and written.
• Experience with REST APIs and GraphQL
• Availability to work weekends (Saturday or Sunday) and an allocated shift if required.
• Successful completion of a background check

Preferred

• Understanding of Docker and how to deploy applications.
• Proficiency with observability tools.
• Comfort working with CRM / ticketing tools.
• Understanding of AI fine-tuning or AI inference.
• At least 2 years of experience as a network admin, in DevOps, or in software
• Advanced knowledge of operating systems, including:
• Understanding of SSH and the use of terminal commands
• Experience with Linux (server versions specifically)development.

What You’ll Receive

• Competitive base pay. The salary range for this position is 42,000- 52,000 usd and may be inclusive of several career levels at Runpod. The range will be narrowed during the interview process based on factors including experience, qualifications, and location.
• Meaningful equity in a fast-growing company — everyone on the team receives RSU’s, so your impact drives our growth and you share in the upside.
• Generous medical, dental & vision plans
• Flexible PTO — take the time you need to recharge.
• A remote-first environment with an inclusive, collaborative team.
• The opportunity to join a passionate team on the cutting edge of AI infrastructure, where culture, learning, and ownership are at the heart of how we scale.
• $1,200 Home Office & Equipment Stipend — we'll set you up for success from day one with the gear and support to create your ideal workspace.

Runpod is committed to maintaining a workplace free from discrimination and upholding the principles of equality and respect for all individuals. We believe that diversity in all its forms enhances our team. As an equal opportunity employer, Runpod is committed to creating an inclusive workforce at every level. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, disability status, or any other characteristic protected by law.

We welcome every qualified candidate eligible to work in the United States; however, we are currently unable to sponsor employment visas.