Customer Support Engineer

Responsibilities:

• Customer Support & Ticket Management
  • Act as the first point of contact via ticketing portal, email, chat, or phone
  • Create, categorize, and prioritize tickets based on severity and impact
  • Collect logs, screenshots, and environment details using standard templates
  • Provide timely, professional updates to customers until resolution or escalation
• L1 Troubleshooting & Triage
  • Perform initial diagnostics and log reviews for hosted.ai services
  • Identify known issues and apply documented, low-risk fixes
  • Escalate issues to L2/L3 teams with clear summaries, timelines, and evidence
• Monitoring & Operations
  • Monitor dashboards for node health, GPU availability, and VM status
  • Respond to alerts and notify L2/L3 teams when thresholds are breached
  • Log anomalies and raise tickets for unhealthy pods, VMs, or autoscaling issues
• Documentation & Collaboration
  • Maintain accurate ticket notes and troubleshooting timelines
  • Share recurring issues and improvement suggestions with L2/L3 teams
  • Contribute to runbooks and knowledge base documentation

Requirements:

• 1–2 years of experience in Technical Support, NOC, Server Support, Service Desk, or similar roles
• Strong customer communication and documentation skills
• Working knowledge of basic Linux commands, SQL queries, and networking concepts
• Experience with ticketing tools such as Jira, Zendesk, Freshdesk, etc.
• Basic understanding of AI technologies (Python knowledge is a plus)