Technical Support Engineer (L1)

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.

The Support team is the front line between Runpod and the developers who build on it. The team is made up of L1 and L2 Technical Support Analysts, all reporting to the Support Manager. L1 analysts are the first line of defense on every incoming Zendesk ticket, covering sales, finance, basic technical, and reliability questions. L2 analysts monitor the L1 queue, replicate technical issues, escalate genuine issues to Engineering, own escalated tickets with daily customer updates, and train L1. We work closely with Engineering, Product, Reliability, Documentation, Sales and other internal teams to make sure customer issues are resolved and the lessons learned make the product and our knowledge base better.

As a Technical Support Analyst (L1), you'll play a critical role in supporting our customers by providing technical and non-technical assistance to resolve their issues. You'll own the L1 ticket queue, resolve what you can directly, and escalate to L2 when necessary while maintaining ticket quality. This position is ideal for someone who thrives in a dynamic environment and is passionate about delivering exceptional customer service.

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…