4 months ago

Technical Support Analyst (L2)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Provide L2 technical customer support for an AI developer cloud platform, delivering timely updates and resolving complex software issues through email, phone, chat, and video calls. Manage escalated tickets, educate customers on product features, and maintain strong documentation. Investigate root causes using logs and diagnostic tools, analyze system performance and configurations, and collaborate with developers, QA, product, and customer success teams. Help customers with installation, setup, and customization.

Location: United Kingdom

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Provide clear, timely communication to customers and maintain high customer satisfaction by keeping users informed on issue status.
•Resolve complex technical issues using diagnostic tools, logs, and root-cause analysis; implement fixes, updates, or workarounds.
•Manage escalated tickets with detailed solutions or further escalation when necessary.
•Develop and maintain troubleshooting documentation and knowledge base articles; explain solutions clearly to non-technical users.
•Collaborate across teams (developers, QA, product managers, customer success) and assist with customer installation, setup, and customization.

Pay and Benefits

Salary: EUR 56,200 - 82,500 annually

Equity and Bonus:Equity

Perks:Remote WorkEquityHome Office

Key Requirements

•At least 3 years in a technical support role, with at least 5 years total in customer support.
•Bachelor’s degree in a relevant field (e.g., Computer Science/Engineering/IT/Software Engineering) or equivalent experience.
•Advanced OS knowledge including SSH/terminal use and experience with Linux server versions; strong Docker skills.
•At least 2 years of experience with Python, Shell scripting, and SQL.
•Experience with applied AI use cases such as inference, fine-tuning, LLM-based applications, or agentic systems; plus excellent verbal and written communication.

Experience:3+ yearsTechnical supportCustomer supportAILLMInferenceFine-tuning

Education:Bachelor's in Computer Science, Computer Engineering, Software Engineering, Information Technology, or related field

Skills:CommunicationProblem-solvingAttention to detailCollaboration

Tech Stack:DatadogGrafanaSQLPythonShell scriptingSSHLinuxDockerDjangoFlaskPyTorchJavaScriptReactNode.jsGoMySQLPostgreSQLTCP/IPHTTP/HTTPSDNS

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

RunPod

Provides on-demand GPU cloud and marketplace services for machine learning workloads, offering rentable GPU instances, scalable compute for training and inference, and tools to run ML jobs cost-effectively without long-term commitments.

Industry: Cloud Computing

Website

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RunPod

4 months ago

Technical Support Analyst (L2)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: United Kingdom

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Provide clear, timely communication to customers and maintain high customer satisfaction by keeping users informed on issue status.
•Resolve complex technical issues using diagnostic tools, logs, and root-cause analysis; implement fixes, updates, or workarounds.
•Manage escalated tickets with detailed solutions or further escalation when necessary.
•Develop and maintain troubleshooting documentation and knowledge base articles; explain solutions clearly to non-technical users.
•Collaborate across teams (developers, QA, product managers, customer success) and assist with customer installation, setup, and customization.

Pay and Benefits

Salary: EUR 56,200 - 82,500 annually

Equity and Bonus:Equity

Perks:Remote WorkEquityHome Office

Key Requirements

•At least 3 years in a technical support role, with at least 5 years total in customer support.
•Bachelor’s degree in a relevant field (e.g., Computer Science/Engineering/IT/Software Engineering) or equivalent experience.
•Advanced OS knowledge including SSH/terminal use and experience with Linux server versions; strong Docker skills.
•At least 2 years of experience with Python, Shell scripting, and SQL.
•Experience with applied AI use cases such as inference, fine-tuning, LLM-based applications, or agentic systems; plus excellent verbal and written communication.

Experience:3+ yearsTechnical supportCustomer supportAILLMInferenceFine-tuning

Education:Bachelor's in Computer Science, Computer Engineering, Software Engineering, Information Technology, or related field

Skills:CommunicationProblem-solvingAttention to detailCollaboration

Tech Stack:DatadogGrafanaSQLPythonShell scriptingSSHLinuxDockerDjangoFlaskPyTorchJavaScriptReactNode.jsGoMySQLPostgreSQLTCP/IPHTTP/HTTPSDNS

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

RunPod

Industry: Cloud Computing

Website