Technical Support Engineer (L1)

The Support team is the front line between Runpod and the developers who build on it. The team is made up of L1 and L2 Technical Support Analysts, all reporting to the Support Manager. L1 analysts are the first line of defense on every incoming Zendesk ticket, covering sales, finance, basic technical, and reliability questions. L2 analysts monitor the L1 queue, replicate technical issues, escalate genuine issues to Engineering, own escalated tickets with daily customer updates, and train L1. We work closely with Engineering, Product, Reliability, Documentation, Sales and other internal teams to make sure customer issues are resolved and the lessons learned make the product and our knowledge base better.

As a Technical Support Analyst (L1), you'll play a critical role in supporting our customers by providing technical and non-technical assistance to resolve their issues. You'll own the L1 ticket queue, resolve what you can directly, and escalate to L2 when necessary while maintaining ticket quality. This position is ideal for someone who thrives in a dynamic environment and is passionate about delivering exceptional customer service.

Please note: This position may require weekend availability, specifically working on Saturdays or Sundays, with flexibility to choose three additional work days during the week. This position may also need to work a specific allocated shift.

Your Impact: You'll be the first person many Runpod customers talk to when something goes wrong, and how quickly and clearly you respond shapes their experience of the platform. 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. When you find a new issue with no existing knowledge base coverage, you'll document it, so every ticket you resolve can help the next customer solve the problem on their own.

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