Responsibilities
- Engage directly with customers to tackle and resolve complex technical challenges involving our cutting-edge GPU clusters and our inference and fine-tuning services; ensure swift and effective solutions every time.
- Become a product expert in all of our Gen AI solutions, serving as the last line of technical defense before issues are escalated to Engineering and Product teams.
- Collaborate seamlessly across Engineering, Research, and Product teams to address customer concerns; collaborate with senior leaders both internally and externally to ensure the highest levels of customer satisfaction.
- Transform customer insights into action by identifying patterns in support cases and working with Engineering and Go-To-Market teams to drive Together’s roadmap (e.g., future models to support)
- Maintain detailed documentation of system configurations, procedures, troubleshooting guides, and FAQs to facilitate knowledge sharing with team and customers.
- Be flexible in providing support coverage during holidays, nights and weekends as required by business needs to ensure consistent and reliable service for our customers.
Requirements
- 5+ years of experience in a customer-facing technical role with at least 1 year in a support function in AI
- Strong technical background, with knowledge of AI, ML, GPU technologies and their integration into high-performance computing (HPC) environments.
- Familiarity with infrastructure services (e.g., Kubernetes, SLURM), infrastructure as code solutions (e.g., Ansible) high-performance network fabrics, NFS-based storage management, container infrastructure, and scripting and programming languages.
- Familiarity with operating storage systems in HPC environments such as Vast and Weka
- Familiarity with inspecting and resolving network-related errors
- Strong knowledge of Python, TypeScript, and/or JavaScript with testing/debugging experience using curl and Postman-like tools
- Foundational understanding in the installation, configuration, administration, troubleshooting, and securing of compute clusters.
- Complex technical problem solving and troubleshooting, with a proactive approach to issue resolution
- Ability to work cross-functionally with teams such as Sales, Engineering, Support, Product and Research to drive customer success.
- Strong sense of ownership and willingness to learn new skills to ensure both team and customer success.
- Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.
- Ability to operate in dynamic environments, adept at managing multiple projects, and comfortable with frequent context switching and prioritization.
Benefits
- competitive compensation
- startup equity
- health insurance
- flexibility in terms of remote work for the respective hiring region
Work Arrangement
Hybrid
Additional Information
- Ability to operate in dynamic environments, adept at managing multiple projects, and comfortable with frequent context switching and prioritization.
