[Hiring] Technical Support Engineer @Hyperbolic

Role Description

When a customer's GPU cluster has a problem, you are the first engineer they talk to, and most of the time you are the only one they need to. You own the ticket from the first response to the resolution, you own the clock against our SLA, and you keep ownership even when the problem needs deeper help.

This is not a ticket routing job. You will be in Linux every day, on real infrastructure, fixing real customer problems. The people who do this well here move into the Forward Deployed Engineer role, and we will build that path with you deliberately.

Qualifications

• Ticket ownership, end to end.
• The SLA clock.
• First technical response and triage.
• Customer environment access and configuration.
• Runbook execution and authoring.
• Documentation.
• Very strong Linux experience and daily work in the CLI.
• Experience owning tickets against a response SLA in cloud, hosting, or infrastructure support.
• Solid networking and storage fundamentals.
• Working familiarity with GPU workloads.
• Clear and fast written communication under time pressure.
• Good judgment about the limits of your own knowledge.
• Comfortable working across time zones and with an on-call rotation for critical issues.

Requirements

• Experience with ticketing and on-call tooling (Zendesk, Linear, PagerDuty, or similar).
• Scripting in bash or Python to automate repeat work.
• Exposure to Slurm, Kubernetes, or Docker in a multi-tenant environment.
• Background in GPU cloud, HPC, or a hardware-adjacent support org.

Company Description

Hyperbolic is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.