[Remote] Customer Support Engineer (Inference)

Note: The job is a remote job and is open to candidates in USA. Together AI is a research-driven artificial intelligence company focused on creating innovative AI systems. The Customer Support Engineer will provide technical support to customers, resolving complex challenges and collaborating with internal teams to enhance customer satisfaction and drive product development.

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
• 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
• 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

Skills

• 5+ years of experience in a customer-facing technical role with at least 1 year in a support function in AI
• Strong technical background, with knowledge of AI, ML, GPU technologies and their integration into high-performance computing (HPC) environments
• Familiarity with infrastructure services (e.g., Kubernetes, SLURM), infrastructure as code solutions (e.g., Ansible) high-performance network fabrics, NFS-based storage management, container infrastructure, and scripting and programming languages
• Familiarity with operating storage systems in HPC environments such as Vast and Weka
• Familiarity with inspecting and resolving network-related errors
• Strong knowledge of Python, TypeScript, and/or JavaScript with testing/debugging experience using curl and Postman-like tools
• 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

Benefits

• Startup equity
• Health insurance
• Other benefits
• Flexibility in terms of remote work

Company Overview

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