Technical Support Analyst – Level 2

About the role

Runpod is seeking a Level 2 Technical Support Analyst to provide advanced assistance to customers using its AI infrastructure platform. The role is fully remote and involves troubleshooting complex issues, collaborating with product teams, and ensuring high customer satisfaction.

Key responsibilities

• Respond to customer inquiries via email, phone, chat, and video calls, maintaining clear communication and timely updates.
• Diagnose and resolve escalated technical problems related to Runpod’s software, infrastructure, and integrations.
• Maintain a Customer Satisfaction (CSAT) score above 95% and meet resolution SLAs of 24 hours for simple tickets and 72 hours for complex cases.
• Document solutions, create knowledge‑base articles, and simplify technical concepts for non‑technical users.
• Collaborate with developers, QA engineers, product managers, and customer success teams to drive issue resolution and product improvements.
• Use diagnostic tools to analyze logs, code, and system performance, proposing fixes or work‑arounds as needed.

Required profile

• Strong analytical mindset with attention to detail.
• Excellent written and verbal communication skills.
• Ability to work independently in a fast‑paced, remote environment.
• Willingness to be available on weekends according to business needs.

Required skills

• Experience with monitoring tools such as Datadog and Grafana.
• Proficiency in SQL databases and querying.
• Familiarity with CRM platforms.
• Comfort using diagnostic and log‑analysis techniques.