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Customer Support Engineer

57 minutes ago
Mexico, Brazil, South Africa, Canada
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Confluence Datadog GitHub Grafana HubSpot JIRA JSON Linear Machine Learning Notion PagerDuty Salesforce
Apply Now
RUNWARE

RUNWARE

RUNWARE provides an affordable API that enables AI developers to efficiently run image, video, and custom generative AI models without the need for extensive infrastructure or machine learning expertise.

Internet Software & Services
1-10
Founded 2023
View All Jobs 13

Description

  • Act as the primary technical escalation point for customer issues related to API usage, model behavior, performance, and reliability.
  • Troubleshoot complex problems across the full request lifecycle from client through API and model provider to response.
  • Investigate logs, metrics, and error traces to determine root causes and reproduce issues when needed.
  • Coordinate with engineering during incidents, bugs, and performance degradations.
  • Communicate clearly with customers during incidents, including status updates and resolution summaries.
  • Help customers understand platform behavior, limitations, and best practices.
  • Contribute to support documentation, troubleshooting guides, and internal playbooks.
  • Identify recurring issues, perform root-cause analysis, and propose improvements to tools, processes, documentation, or small fixes.
  • Stay current on supported models, provider changes, and platform capabilities.
  • Work with Engineering, Product, Customer Success, and Partnerships to translate customer feedback into actionable technical insights.

Requirements

  • Experience in Technical Support, Support Engineering, Solutions Engineering, SRE, or a similar technical customer-facing role.
  • Comfort working with APIs, JSON responses, error codes, and technical debugging.
  • Strong ability to reason about distributed systems, latency, retries, and failure modes.
  • Calm, structured communication style in high-pressure or incident scenarios.
  • Comfort working directly with customers on technical issues without overpromising.
  • Highly organized and able to manage multiple support threads and escalations in parallel.
  • Strong written and verbal communication skills, with a Slack-first and async-friendly approach.
  • Strong sense of ownership and ability to drive issues end-to-end to resolution.
  • Demonstrated ability to improve systems, processes, or documentation over time beyond ticket handling.
  • Prior experience with AI/ML platforms, infrastructure, or developer tooling is a strong differentiator.
  • Familiarity with image, video, audio, or inference workloads is a strong differentiator.
  • Experience debugging issues involving upstream providers or external dependencies is a strong differentiator.
  • Experience working across time zones or in follow-the-sun support models is a strong differentiator.
  • Comfort discussing trade-offs between performance, cost, and reliability.
  • Experience supporting high-availability or usage-based, consumption-driven platforms.
  • Comfortable working in environments using Slack, email, Zoom/Meet, HubSpot, Salesforce, Intercom, Zendesk, Datadog, Grafana, Notion, Confluence, GitHub docs, Markdown, Linear, Jira, GitHub Issues, and PagerDuty-style workflows.

Benefits

  • Remote-first setup with the ability to work from home wherever the company can employ you.
  • Flexible hours outside core collaboration blocks.
  • Core hours for cooperative work and calls, with control over your remaining schedule.
  • Generous paid time off, including vacation, sick days, and public holidays.
  • Meaningful stock options.
  • Paid family leave, including maternity, paternity, and caregiver time.
  • Twice-yearly company retreats in inspiring locations.
  • Built-in downtime after major release pushes to rest and recharge.

Interested in this position?

Apply directly on the company website

Apply Now

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