[Hiring] Technical Support Analyst @Runpod, Inc.

Role Description

As a Technical Support Analyst (L2), you’ll play a critical role in supporting our customers by providing advanced technical assistance to resolve complex issues. This position is ideal for someone who thrives in a dynamic environment and is passionate about delivering exceptional customer service.

Please note: this position requires availability on weekends as per business requirements.

Responsibilities

• 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 complex technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently.
  • Manage escalated tickets, offering detailed solutions or escalating further when necessary.
  • Educate customers on product features to help them resolve issues independently when possible.
  • 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.
• Documentation and Communication
  • Develop and update thorough documentation, including troubleshooting guides and knowledge base articles.
  • 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
  • Work closely with teams across the company, such as developers, QA engineers, product managers, and customer success teams, to find solutions to customer issues.
  • Escalate unresolved or complex issues to the right teams, like 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 and implement fixes, updates, or changes as needed.
  • Analyze software code and logs to spot bugs or performance issues, developing solutions or workarounds where necessary.
  • Conduct thorough analysis of system performance, errors, and configurations to ensure our systems remain stable and reliable.
  • Proficiency with Datadog, Grafana, SQL databases, and ease with CRM tools are considered strong assets for this role.
• Customer Configuration Assistance
  • Assist customers with software configuration tasks, such as installation, setup, and customization, to help them get the most out of our products.

Qualifications

• At least 3 years of experience in a technical support role, with a total of at least 5 years in customer support.
• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent practical experience).
• Strong problem-solving skills and the ability to analyze and resolve technical issues.
• Should have at least 1 year of experience in software engineering/development or 2 years of experience as a networking admin.
• Advanced knowledge of operating systems.
• Excellent communication skills, both verbal and written.
• At least 2 years of experience with Python, Shell scripting, and SQL.
• Based in EMEA.
• Successful completion of a background check.

Requirements

• At least 3 years of experience in a technical support role.
• Bachelor’s degree in a related field or equivalent practical experience.
• Strong problem-solving skills.
• Experience in software engineering or networking administration.
• Advanced knowledge of operating systems.
• Excellent communication skills.
• Experience with Python, Shell scripting, and SQL.
• Based in EMEA.
• Successful completion of a background check.

Benefits

• The competitive base pay for this position ranges from 56,200 to 82,500 euro.
• Meaningful equity in a fast-growing company — everyone on the team receives stock options.
• Flexible PTO — take the time you need to recharge.
• Most roles are remote work first with an inclusive, collaborative teams utilizing Slack as the main form of internal communication.
• $1,200 USD Home Office & Equipment Stipend.