Runpod is the foundational platform for developers to build and run custom AI systems that scale. With over 500,000 developers worldwide and an annual recurring revenue run rate exceeding $120M, Runpod operates at the intersection of developer velocity and production-scale AI. Founded in 2022, we’ve grown rapidly by building infrastructure purpose-built for modern AI workloads. Our platform enables teams to move from experimentation to deployment with flexibility across cloud, on-prem, and hybrid environments. As a remote-first, globally distributed company, we are building the infrastructure layer that powers the next generation of AI systems.
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