Customer Support Engineer

About the role

You will be the first line of defense supporting customers as they build out training, fine tuning, and inference solutions with Together AI. You will dive deep into complex technical challenges, providing swift and effective solutions while serving as a product expert for GPU Cluster services. You will collaborate closely with product and sales teams, driving continuous improvement of our offerings based on direct customer feedback. This is an opportunity for a deeply technical professional passionate about AI and customer success to make a significant impact in a fast-paced, innovative environment. You will own the end-to-end customer experience for GPU Cluster issues, acting as the last line of technical defense before escalation to Engineering and Product teams. Your work will directly shape the Together AI product roadmap by identifying and communicating patterns in support cases to influence future models and features.

Key facts

What you'll do

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.

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.

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.

Perform deep diagnostics of customer workloads running on high-performance computing infrastructure to isolate and resolve issues efficiently.

Serve as a central point of contact for customers navigating complex infrastructure services, guiding them through configuration and operational best practices.

Analyze recurring issues and partner with product teams to propose and validate improvements that enhance stability and usability of GPU Cluster offerings.

Communicate technical updates and resolutions to customers in a clear and empathetic manner, reinforcing trust and confidence in the Together AI platform.

Champion best practices by creating and updating knowledge base articles that empower customers to solve common issues independently.

Adapt support strategies to meet the needs of a diverse global customer base, ensuring clarity and consistency in all interactions.

Requirements

3+ years of experience in a customer-facing technical role with at least 1 year in a support function in AI or supporting a mission-critical API in SaaS.

Strong technical background, with knowledge of AI, ML, GPU technologies and their integration into high-performance computing (HCP) 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.

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.

Practical notes

This position operates on a non-standard workweek to support business needs. The schedule will be either Saturday-Wednesday or Wednesday-Sunday, with two weekly off days.