About the role
1. About Our Client : The organization operates in the AI infrastructure industry, providing GPU cloud services tailored for AI startups and large enterprises. It addresses the complexity of AI development by delivering cost-effective, high-performance computing resources that support strategic business goals including cost management, rapid innovation, and environmental responsibility.
2. About the Opportunity : The Support Desk Engineer role is essential for delivering frontline technical support for the AI cloud platform. This position handles troubleshooting and resolving issues related to GPU infrastructure and cloud services, acting as a bridge between customers and engineering teams. The role contributes by ensuring high-quality customer service, facilitating timely problem resolution, and supporting continuous improvement in support processes.
3. Responsibilities :
- Respond to support tickets and technical inquiries through multiple channels.
- Provide timely and professional technical assistance adhering to established processes and SLAs.
- Troubleshoot and resolve issues related to GPU cloud platform, infrastructure, and associated services.
- Escalate complex or systemic problems to appropriate teams.
- Document support interactions and update ticket statuses accurately.
- Communicate proactively with customers regarding ticket progress.
- Perform system diagnostics and basic log analysis to identify root causes.
- Assist customers with configuration, deployment, and optimization guidance.
- Contribute to internal knowledge bases and support incident response efforts.
- Collaborate with Engineering, Infrastructure, Product, and Operations teams.
- Relay customer feedback and suggestions for platform improvements.
- Identify opportunities to enhance support workflows and reduce ticket volume.
4. Requirements :
- 2 to 4 years of technical support experience in software, cloud, or infrastructure.
- Strong troubleshooting and analytical skills.
- Effective written and verbal communication skills.
- Experience with structured support processes such as ITIL.
- Ability to prioritize tasks in a fast-paced environment.
- Familiarity with cloud platforms like AWS, GCP, or Azure.
- Basic knowledge of networking and Linux/Unix systems.
- Experience with ticketing systems such as Jira, Zendesk, or ServiceNow.
- Understanding of APIs and REST services.
5. Pay Range and Compensation Package :
- The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.
6. Equal Opportunity Statement : Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.
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