Senior Technical Support Engineer

  • HaArba'a St 17, Tel Aviv-Yafo, Israel
  • Full-time

Company Description

Run:AI is bridging the gap between data science and computing infrastructure by creating a high-performance compute virtualization layer for deep learning, speeding the training of neural network models and enabling the development of large AI models. By abstracting workloads from underlying infrastructure, Run:AI creates a shared pool of resources that can be dynamically provisioned for full utilization of expensive GPU compute.

Job Description

Run:AI provides organizations with a world-class machine learning platform to improve productivity and efficiency for data scientists. Our product provides a Run:AI unique HPC scheduler, relies on Run:AI advanced GPUs virtualization technology and makes GPUs first class citizens in Kubernetes. 

In this role you will be responsible for the following:

  • Help customers worldwide from on-boarding phase to long term support, through support portal, chat, screen-share and calls, if required.

  • Resolve complex technical issues and work with the Engineering and Product teams for escalation when needed.

  • Managing independently a queue of tickets and technical projects

  • Develop internal and external knowledge bases to better support the customer's needs.

  • As the first full time Support Engineer help build processes and collaborate regularly with other departments such as R&D, Product and Customer Success

  • Adapt and innovate in order to constantly improve the customer experience.

  • Write documentation, create examples and how-to documents, on a regular basis

Qualifications

  • 4+ years of experience as a Support Engineer in a B2B SaaS organization customer service/support setting

  • Highly technical, with hands-on experience with technical support work

  • Ability to work in flexible hours and weekends when needed

  • Experience working with Kibana / Zendesk / JIRA or equivalent software 

  • Experience with Linux, Bash, Containers Architecture

  • Fluent English - Mother tongue grade

Preferred Qualifications

  • Working experience with Kubernetes

  • BSc in Computer science/Industrial engineering

Additional Information

All your information will be kept confidential according to EEO guidelines.