Senior Technical Support Engineer

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 resolve complex technical issues, through support portal, chat, screen-share and calls, as required.
• Work closely with the Run:AI Engineering and Product teams for escalation of cases when needed.
• Managing independently a queue of tickets and technical projects
• Develop internal and external knowledge bases to better support the customer's needs and share best practices
• Troubleshoot complex technical issues both in a customer Kubernetes environment and on the Run:AI SaaS infrastructure.
• Adapt and innovate in order to constantly improve the customer experience.
• Write documentation, create examples and how-to documents, on a regular basis.
  
  

• 4+ years of experience as a Support Engineer in a B2B SaaS organization customer service/support organization
• Excellent understanding of Kubernetes and Container based solutions
• Highly technical, with hands-on experience with troubleshooting Kubernetes clusters and IT / System administration issues
• Ability to work in flexible hours and weekends when needed
• Experience working with Salesforce / Zendesk / or equivalent Ticketing software
• Experience with Linux, Bash, Containers Architecture
• Fluent English - Mother tongue grade
• BSc in Computer science/Industrial engineering - Advantage
• Experience leading and managing team priorities - Advantage