Technical Support Engineer

Responsibilities

• Own tickets from first response to resolution, maintaining ownership even through escalation
• Manage SLA response commitments and severity classification
• Perform technical triage, problem reproduction, and log gathering
• Troubleshoot customer environment access, including SSH, NFS mounts, storage, and security groups
• Execute and author runbooks to improve internal knowledge
• Maintain customer-facing and internal documentation

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, DNS, firewalls, and security groups
• Working familiarity with GPU workloads: nvidia-smi, drivers, CUDA, and containers
• Clear and fast written communication under time pressure
• Ability to work across time zones and with an on-call rotation

Preferred Qualifications

• Experience with ticketing and on-call tooling (Zendesk, Linear, PagerDuty)
• 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 hardware-adjacent support organizations

About the Company

Hyperbolic Labs is on a mission to democratize AI by breaking down the barriers to computing power with our Open-Access AI Cloud. We offer an innovative GPU marketplace and AI inference service that promise affordability and accessibility for all.