Technical Support Analyst (L2) - Remote

Overview

We’re on a mission to democratize AI and machine learning by making GPU services accessible to all. As a Technical Support Analyst (L2), 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.

In Short

• 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

• Strong communication skills.
• Experience in technical support or a related field.
• Ability to troubleshoot complex technical issues.
• Familiarity with software configuration and installation.
• Experience with diagnostic tools.
• Ability to work in a dynamic environment.
• Availability on weekends as per shift schedule.

Benefits

• Opportunity to work in a fast-paced environment.
• Access to advanced technical training.
• Collaborative team culture.
• Flexible working hours.