Technical Support Engineer
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Job Description
Technical Support Engineer troubleshooting Linux, networking, storage, and GPU issues for Hyperbolic Labs' AI cloud. Owning customer tickets, SLAs, runbooks, and critical on-call escalations.
Responsibilities:
- Own customer support tickets end to end, from first response through resolution, including after escalation
- Manage the SLA clock, including first response, severity classification, and response commitments
- Reproduce customer problems and gather relevant logs and configuration
- Determine whether faults originate with Hyperbolic or an infrastructure provider
- Troubleshoot customer environment access and configuration, including SSH keys, NFS mounts and storage, quotas, security groups, containers, drivers, billing, and accounts
- Execute documented runbooks and author new runbooks for novel solutions
- Keep customer-facing documentation and the internal knowledge base current
- Collaborate with other engineers while retaining ownership of escalated issues
- Participate in an on-call rotation for critical issues
- Support customers using Hyperbolic Labs' Open-Access AI Cloud, GPU marketplace, and AI inference service
Requirements:
- Very strong Linux experience and daily work in the CLI
- Experience owning tickets against a response SLA in cloud, hosting, or infrastructure support
- Solid networking and storage fundamentals: SSH, NFS and mounts, DNS, firewalls and security groups
- Working familiarity with GPU workloads: nvidia-smi, drivers, CUDA, containers
- Clear and fast written communication under time pressure
- Good judgment about the limits of your own knowledge, with a bias toward escalating early with a complete picture
- Comfortable working across time zones and with an on-call rotation for critical issues
- Experience with ticketing and on-call tooling such as Zendesk, Linear, PagerDuty, or similar
- Scripting in bash or Python to automate repeat work
- Exposure to Slurm, Kubernetes, or Docker in a multi-tenant environment
- Background in GPU cloud, HPC, or a hardware-adjacent support organization
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