{"id":3287682,"url":"https://alion.io/job/runpod-technical-support-engineer-l1","title":"Technical Support Engineer (L1)","company":{"id":16660,"name":"RunPod","domain":"runpod.io","url":"https://alion.io/company/runpod","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":42000,"max":52000,"currency":"USD","period":"year","gross":null,"usd_annual":52000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":true,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Docker","optional":false},{"name":"Fine-tuning","optional":false},{"name":"GraphQL","optional":false},{"name":"Linux","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"RunPod","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-26T17:53:08Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-30T16:07:51Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Runpod is the AI Developer Cloud. More than one million developers, from indie researchers to teams running frontier models in production, use Runpod to experiment, train, fine-tune, deploy, and scale AI on one platform. The platform has processed more than 20 billion inference requests. We closed a $100M Series A in June 2026. We're at an inflection point for AI infrastructure, and we're building the platform the next generation of developers will depend on. Learn more in our CEO's funding announcement: https://www.runpod.io/blog/one-million-developers.\nWe're a small, remote-first team. We take ownership seriously, move fast, and ship work that more than a million developers rely on every day. We're looking for people who care deeply, build with urgency, and want to matter at scale.\nThe 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.\nAs 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.\nPlease 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.\nYour 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.\nResponsibilities:\nStrong problem-solving skills and the ability to analyze and resolve customer issues.\n\nBachelor’s degree in computer science or equivalent professional experience\n\nAt least 2 years of experience with shell scripting, Python, and SQL.\n\nExcellent communication skills, both verbal and written.\n\nExperience with REST APIs and GraphQL\n\nAvailability to work weekends (Saturday or Sunday) and an allocated shift if required.\n\nSuccessful completion of a background check\n\nCustomer Support and Problem Resolution\nProvide clear, timely communication to customers, keeping them informed about the status of their issues and ensuring a high level of customer satisfaction.\n\nDeliver support through multiple channels, including email, phone, chat, and video calls (e.g., Google Meet, Zoom).\n\nTackle basic technical or non-technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently.\n\nManage all Level 1 tickets, offering detailed solutions or escalating to a Level 2 analyst when necessary while maintaining the quality of the tickets.\n\nEducate customers on product features to help them resolve issues independently when possible.\n\nDocumentation and Communication\nDevelop and update thorough documentation when there's no knowledge base coverage for a new issue.\n\nSimplify technical jargon to explain solutions clearly to non-technical users, ensuring they fully understand the issues and resolutions.\n\nPay close attention to detail and proactively address customer needs in all interactions.\n\nCollaboration and Escalation\nEscalate unresolved or complex issues to the right teams, such as Level 2/3, the Support Lead, Documentation, Development, or Engineering, and follow up to ensure they're addressed.\n\nTechnical Analysis and Solutions\nUse diagnostic tools and techniques to find the root cause of issues.\n\nConduct thorough analysis of system behavior, errors, and configurations to ensure our systems remain stable and reliable when an incident is reported.\n\nRequirements:\nStrong problem-solving skills and the ability to analyze and resolve customer issues.\n\nBachelor’s degree in computer science or professional experience in a technical support role\n\nAt least 2 years of experience with shell scripting, Python, and SQL.\n\nExcellent communication skills, both verbal and written.\n\nExperience with REST APIs and GraphQL\n\nAvailability to work weekends (Saturday or Sunday) and an allocated shift if required.\n\nSuccessful completion of a background check\n\nPreferred:\nUnderstanding of Docker and how to deploy applications.\n\nProficiency with observability tools.\n\nComfort working with CRM / ticketing tools.\n\nUnderstanding of AI fine-tuning or AI inference.\n\nAt least 2 years of experience as a network admin, in DevOps, or in software\n\nAdvanced knowledge of operating systems, including:\n\nUnderstanding of SSH and the use of terminal commands\n\nExperience with Linux (server versions specifically)development.\n\nWhat You'll Receive:\nCompetitive base pay. The salary range for this position is 42,000- 52,000 usd and may be inclusive of several career levels at Runpod. The range will be narrowed during the interview process based on factors including experience, qualifications, and location.\n\nMeaningful equity in a fast-growing company - everyone on the team receives RSU’s, so your impact drives our growth and you share in the upside.\n\nGenerous medical, dental & vision plans\n\nFlexible PTO - take the time you need to recharge.\n\nA remote-first environment with an inclusive, collaborative team.\n\nThe opportunity to join a passionate team on the cutting edge of AI infrastructure, where culture, learning, and ownership are at the heart of how we scale.\n\n$1,200 Home Office & Equipment Stipend - we'll set you up for success from day one with the gear and support to create your ideal workspace.\n\nRunpod is committed to maintaining a workplace free from discrimination and upholding the principles of equality and respect for all individuals. We believe that diversity in all its forms enhances our team. As an equal opportunity employer, Runpod is committed to creating an inclusive workforce at every level. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, disability status, or any other characteristic protected by law.\nWe welcome every qualified candidate eligible to work in the United States; however, we are currently unable to sponsor employment visas.","description_format":"text","description_chars":7267,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Home office"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cloud Platforms (IaaS & PaaS)","AI Compute & Inference"],"lifecycle":[{"event":"open","at":"2026-10-26T19:02:36Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 2","filings_12m":2,"filings_prev_12m":4,"green_card_filings_12m":0,"median_offered_wage_usd":87500,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":52,"reasons":["conf:2","velocity","win:early","comp:junior"],"computed_at":"2026-10-30T05:48:23Z"},"pay":{"stated_usd_annual":52000,"is_top_pay":false},"html_url":"https://alion.io/job/runpod-technical-support-engineer-l1","json_url":"https://alion.io/job/runpod-technical-support-engineer-l1.json","meta":{"generated_at":"2026-10-30T19:56:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9593,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":16660},"rest":"https://alion.io/mcp/rest/get_company?id=16660"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frunpod-technical-support-engineer-l1"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frunpod-technical-support-engineer-l1"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frunpod-technical-support-engineer-l1"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/runpod-technical-support-engineer-l1\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frunpod-technical-support-engineer-l1"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3287682}},{"tool":"search_jobs","arguments":{"company":"runpod.io","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3287682},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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