Technical Support Representation L2 - Colombia

We’re on a mission to democratize AI and machine learning by making GPU services accessible to all. 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 requirements, as per your shift schedule assigned by your reporting manager.

Responsibilities

• Provide clear and timely communication to customers across multiple support channels (email, phone, chat, video calls).
• Troubleshoot and resolve complex technical issues related to our software, ensuring efficient resolutions.
• Manage escalated tickets, offering detailed solutions or escalating further when necessary.
• Maintain a Customer Satisfaction (CSAT) score above 95% and ensure a resolution SLA of 24-72 hours.
• Develop and update technical documentation, including troubleshooting guides and knowledge base articles.
• Collaborate with internal teams such as developers, QA engineers, and product managers to resolve customer issues.
• Analyze system performance, logs, and errors to diagnose and resolve technical problems.
• Assist customers with software configuration tasks such as installation, setup, and customization.
• Utilize diagnostic tools and techniques to find root causes and implement fixes.
• Proficiency with Datadog, Grafana, SQL databases, and CRM tools is considered a strong asset.

Requirements

• At least 3 years of experience in a technical support role, with a total of at least 5 years in customer support.
• Strong problem-solving skills and the ability to analyze and resolve technical issues.
• At least 1 year of experience in software engineering/development or 2 years of experience as a networking admin.
• Advanced knowledge of operating systems, including:
• Proficiency with SSH and the use of terminal commands
• Experience with Linux (server versions specifically)
• Strong asset: Proficiency in Docker and deployment on Docker
• Plus: Experience in AI fine-tuning or AI inference
• Excellent communication skills, both verbal and written.
• At least 2 years of experience with Python, Shell scripting, and SQL.

Benefits

• Compensation is $1,487 - $1,558 USD/month depending on experience.