Technical Support Engineer (GPU Clusters) - US Weekends

About the company

Together AI is an AI neocloud that provides AI-focused cloud infrastructure and tools to support adoption of open-source models.

About this role

<h3><span style="font-family: helvetica, arial, sans-serif;"><strong>About the role</strong></span></h3> <p><span style="font-family: helvetica, arial, sans-serif;">As a Technical Support Engineer at a pioneering AI company, you'll be the first line of defense to support customers as they build out training, fine tuning, and inference solutions with Together AI. You'll dive deep into complex technical challenges, providing swift and effective solutions while serving as a product expert. As a part of the Customer Experience organization, you will collaborate closely with product and sales, driving continuous improvement of our offerings. This is an exciting opportunity for a deeply technical professional passionate about AI and customer success to make a significant impact in a fast-paced, innovative environment.</span></p> <h3><span style="font-family: helvetica, arial, sans-serif;"><strong>Required hours</strong></span></h3> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">This is a fulltime position working US daytime hours. The role will work both weekend days (Saturday and Sunday) as well as two additional weekdays.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">This is a 4-day shift, 10 hours per day, with 2 additional hours of on-call coverage on Saturdays and Sundays.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">The role would start as a Monday to Friday role for the first few months to allow for ramping up and learning from teammates. After being considered fully ramped, the role would transition to the 4-day weekend shift.</span></li> </ul> <h3><span style="font-family: helvetica, arial, sans-serif;"><strong>Responsibilities</strong></span></h3> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Engage directly with customers to tackle and resolve complex technical challenges involving our cutting-edge Kubernetes GPU clusters; ensure swift and effective solutions every time.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Act as a customer facing SRE to ensure our customer’s Kubernetes clusters remain healthy and stable</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Become a product expert in our GPU Cluster service, serving as the last line of technical defense before issues are escalated to Engineering and Product teams.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Monitor GPU cluster health and proactively communicate hardware issues to customers (thermal throttling, BMC failures, missing GPUs, and NVLink/InfiniBand degradation) with clear remediation steps</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Operate and maintain production infrastructure for enterprise GPU customers, including fleet rebalancing, Slurm cluster maintenance, node repair/migration, and Kubernetes-based workload management</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Investigate and resolve storage and networking issues such as Weka filesystem degradation, InfiniBand link failures, and bandwidth anomalies on bare-metal and VM environments</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">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.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">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)</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Maintain detailed documentation of system configurations, procedures, troubleshooting guides, and FAQs to facilitate knowledge sharing with team and customers.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">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.</span></li> </ul> <h3><span style="font-family: helvetica, arial, sans-serif;"><strong>Requirements</strong></span></h3> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">3+ years of experience in a customer-facing technical role with at least 1 year in a support function for an AI service or supporting a mission-critical API in SaaS</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Experience as an SRE or DevOps engineer working with Kubernetes</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Strong technical background, with knowledge of AI, ML, GPU technologies and their integration into high-performance computing (HPC) environments.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Advanced knowledge with infrastructure services (e.g., Kubernetes, SLURM), infrastructure as code solutions (e.g., Ansib