We’re on a mission to democratize AI and machine learning by making GPU services accessible to all. As a Systems Administrator, 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 2 years of experience with Python, Shell scripting, and SQL.
- Proficiency with SSH and the use of terminal commands
- Experience with Linux (server versions specifically)
- 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.
- 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.