{"schemaVersion":"jobsearcher.job.v1","id":"8350f28af101bebb695ed8c7","url":"https://jobsearcher.com/jobs/8350f28af101bebb695ed8c7","canonicalUrl":"https://jobsearcher.com/jobs/8350f28af101bebb695ed8c7","title":"Technical Support Engineer","description":"About TensorWave\n\nOur mission is simple: deliver seamless, secure, reliable, and resilient AI compute at scale. We've built a versatile cloud platform that eliminates infrastructure barriers, empowering builders to focus on innovation instead of fighting their stack. Because breakthrough AI should move at the speed of ideas, not infrastructure.\n\nAbout the Role\n\nWe are building our level 2 technical support team from the ground up, and we are looking for a Technical Support Engineer to join it.\n\nOur customers are not filing tickets about forgotten passwords; they are AI companies running massive GPU training jobs and production inference at scale, and when they contact us, something real is wrong. A node is reporting 7 GPUs instead of 8. A training run that has been going for 4 days is suddenly crawling, and nobody can say why. A Slurm partition is draining, and the queue is backing up. Our global operations center catches and handles what the runbooks cover, around the clock, everything past that comes to you.\n\nThis is a hands-on diagnostic role for someone who genuinely enjoys the hunt. You will work Linux systems at depth, live inside Kubernetes and Slurm, read logs and metrics until the story makes sense, and talk directly to customer engineers who are every bit as technical as you are. When you solve something new, you will write it down so the global operations center can solve it next time without you.\n\nBecause the tier is new, you will help define it: the escalation paths, the runbooks, the diagnostic tooling, the standards. If you have ever looked at a support organization and thought I could build this properly if someone would let me, this is that opening:\n\nReporting to the technical support manager within customer experience.\n\nWhat You’ll Do\n\nOwn level 2 tickets escalated from the global operations center, driving them to resolution or to a clean, well-evidenced handoff to engineering.\n\nDiagnose issues across the full stack, Linux hosts, GPU health, Kubernetes workloads, Slurm scheduling, Weka and Vast storage, and high-speed networking.\n\nInvestigate degraded and failed training and inference workloads using logs, metrics, and cluster telemetry, and give customers a clear account of what happened and why.\n\nTriage GPU and node hardware faults, including nodes presenting fewer than 8 GPUs, RMA candidates, and thermal or power events, and coordinate with data center operations on remediation.\n\nWork directly with customer engineering teams in writing and on calls, matching their technical level and keeping them informed while an investigation is open.\n\nWrite and maintain runbooks that let the global operations center resolve recurring issues at level 1 and flag the gaps where no runbook exists yet.\n\nBuild diagnostic scripts and small tools that shorten investigations and reduce repeat work.\n\nContribute to the customer-facing knowledge base and documentation, so recurring questions stop becoming tickets.\n\nPartner with technical account managers on account health, giving them the technical read behind utilization dips and ticket trends.\n\nParticipate in an on-call rotation backing the global operations center outside business hours and help shape the teams move toward full 24-7 coverage.\n\nFeed repeated patterns back to engineering and product as evidence, not anecdote.\n\nWho You Are\n\nRequired Qualifications\n\n3+ years in Linux systems administration, site reliability engineering, infrastructure operations, or a technical support engineering role with real diagnostic ownership.\n\nStrong Linux troubleshooting depth: system, networking, file systems, storage, process and resource investigation, log analysis, and comfort at the kernel boundary when applications go quiet.\n\nWorking knowledge of Kubernetes, reading cluster and pod state, understanding scheduling and placement, and diagnosing why a workload will not run.\n\nExperience with a batch scheduler in a shared compute environment, ideally Slurm, including job submission, queue behavior, and node state\n\nScripting ability in Python or Bash, sufficient to automate diagnosis\n\nExperience working tickets in a structured incident and tracking system such as JIRA, PagerDuty, or equivalent.\n\nExcellent written communication, specifically the ability to explain a technical finding clearly to an engineer who is frustrated and under time pressure,\n\nWillingness to participate in an on-call rotation.\n\nPreferred Qualifications\n\nBackground in GPU cloud, HPC, or AI/ML infrastructure operations.\n\nFamiliarity with AMD Instinct platforms, MI300X, MI325X, MI355X, and the ROCm software ecosystem, or transferable depth with NVIDIA/CUDA,\n\nExperience diagnosing high-speed networking issues, RDMA, link performance, and the class of problems where the GPUs look healthy but throughput has collapsed.\n\nExposure to Weka, Vast, or other high-performance storage environments.\n\nContainer runtimes in HPC contexts, Docker, Enroot, Pixis, or Aptainer\n\nHands-on use of observability platforms such as Grafana and Prometheus\n\nUnderstanding of distributed training frameworks, PyTorch, JAX, and inference-serving patterns, enough to recognize when a failure is the customer's code rather than our infrastructure.\n\nExperience with ITIL, or another structured incident and change management framework.\n\nWhat We Offer\n\nStock Options\n\n100% paid Medical, Dental, and Vision insurance for Employees\n\nCompany Health Savings Account Contributions\n\n100% paid Short Term and Long Term Disability Insurance for Employees\n\nLife and Voluntary Supplemental Insurance Options\n\nOther Insurance Options, such as Pet & Legal Insurance\n\nVarious Supplementary Health Benefits, such as discounted Virtual Healthcare Appointments and Serious Illness Support\n\nFlexible Spending Account\n\n401(k)\n\nEmployee Assistance Program\n\nFlexible PTO\n\nPaid Holidays\n\nParental Leave\n\nOther In-Office Perks\n\nEqual Employment Opportunity\n\nTensorWave is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of any protected status under applicable law.\n\nReasonable Accommodations\n\nTensorWave provides reasonable accommodations in accordance with applicable laws. If you require accommodation during the hiring process, please contact accomodations@tensorwave.com.\n\nEmployment Eligibility\n\nAll offers of employment are contingent upon verification of identity and authorization to work in the United States, as required by law.\n\nBackground Checks\n\nWhere permitted by law, employment may be contingent upon the successful completion of a job-related background check.\n\nData Privacy Notice\n\nBy submitting an application, you acknowledge that TensorWave may collect, use, and retain your personal information for recruiting and employment-related purposes in accordance with applicable data privacy laws.","company":"Tensorwave","rawCompany":"tensorwave","city":"Las Vegas","state":"NV","isRemote":false,"isActive":false,"createdAt":"2026-08-25T11:29:26.529Z","occupations":[{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"518210","title":"Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services","slug":"computing-infrastructure-providers-data-processing-web-hosting-and-related-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Engineer","description":"About TensorWave\n\nOur mission is simple: deliver seamless, secure, reliable, and resilient AI compute at scale. We've built a versatile cloud platform that eliminates infrastructure barriers, empowering builders to focus on innovation instead of fighting their stack. Because breakthrough AI should move at the speed of ideas, not infrastructure.\n\nAbout the Role\n\nWe are building our level 2 technical support team from the ground up, and we are looking for a Technical Support Engineer to join it.\n\nOur customers are not filing tickets about forgotten passwords; they are AI companies running massive GPU training jobs and production inference at scale, and when they contact us, something real is wrong. A node is reporting 7 GPUs instead of 8. A training run that has been going for 4 days is suddenly crawling, and nobody can say why. A Slurm partition is draining, and the queue is backing up. Our global operations center catches and handles what the runbooks cover, around the clock, everything past that comes to you.\n\nThis is a hands-on diagnostic role for someone who genuinely enjoys the hunt. You will work Linux systems at depth, live inside Kubernetes and Slurm, read logs and metrics until the story makes sense, and talk directly to customer engineers who are every bit as technical as you are. When you solve something new, you will write it down so the global operations center can solve it next time without you.\n\nBecause the tier is new, you will help define it: the escalation paths, the runbooks, the diagnostic tooling, the standards. If you have ever looked at a support organization and thought I could build this properly if someone would let me, this is that opening:\n\nReporting to the technical support manager within customer experience.\n\nWhat You’ll Do\n\nOwn level 2 tickets escalated from the global operations center, driving them to resolution or to a clean, well-evidenced handoff to engineering.\n\nDiagnose issues across the full stack, Linux hosts, GPU health, Kubernetes workloads, Slurm scheduling, Weka and Vast storage, and high-speed networking.\n\nInvestigate degraded and failed training and inference workloads using logs, metrics, and cluster telemetry, and give customers a clear account of what happened and why.\n\nTriage GPU and node hardware faults, including nodes presenting fewer than 8 GPUs, RMA candidates, and thermal or power events, and coordinate with data center operations on remediation.\n\nWork directly with customer engineering teams in writing and on calls, matching their technical level and keeping them informed while an investigation is open.\n\nWrite and maintain runbooks that let the global operations center resolve recurring issues at level 1 and flag the gaps where no runbook exists yet.\n\nBuild diagnostic scripts and small tools that shorten investigations and reduce repeat work.\n\nContribute to the customer-facing knowledge base and documentation, so recurring questions stop becoming tickets.\n\nPartner with technical account managers on account health, giving them the technical read behind utilization dips and ticket trends.\n\nParticipate in an on-call rotation backing the global operations center outside business hours and help shape the teams move toward full 24-7 coverage.\n\nFeed repeated patterns back to engineering and product as evidence, not anecdote.\n\nWho You Are\n\nRequired Qualifications\n\n3+ years in Linux systems administration, site reliability engineering, infrastructure operations, or a technical support engineering role with real diagnostic ownership.\n\nStrong Linux troubleshooting depth: system, networking, file systems, storage, process and resource investigation, log analysis, and comfort at the kernel boundary when applications go quiet.\n\nWorking knowledge of Kubernetes, reading cluster and pod state, understanding scheduling and placement, and diagnosing why a workload will not run.\n\nExperience with a batch scheduler in a shared compute environment, ideally Slurm, including job submission, queue behavior, and node state\n\nScripting ability in Python or Bash, sufficient to automate diagnosis\n\nExperience working tickets in a structured incident and tracking system such as JIRA, PagerDuty, or equivalent.\n\nExcellent written communication, specifically the ability to explain a technical finding clearly to an engineer who is frustrated and under time pressure,\n\nWillingness to participate in an on-call rotation.\n\nPreferred Qualifications\n\nBackground in GPU cloud, HPC, or AI/ML infrastructure operations.\n\nFamiliarity with AMD Instinct platforms, MI300X, MI325X, MI355X, and the ROCm software ecosystem, or transferable depth with NVIDIA/CUDA,\n\nExperience diagnosing high-speed networking issues, RDMA, link performance, and the class of problems where the GPUs look healthy but throughput has collapsed.\n\nExposure to Weka, Vast, or other high-performance storage environments.\n\nContainer runtimes in HPC contexts, Docker, Enroot, Pixis, or Aptainer\n\nHands-on use of observability platforms such as Grafana and Prometheus\n\nUnderstanding of distributed training frameworks, PyTorch, JAX, and inference-serving patterns, enough to recognize when a failure is the customer's code rather than our infrastructure.\n\nExperience with ITIL, or another structured incident and change management framework.\n\nWhat We Offer\n\nStock Options\n\n100% paid Medical, Dental, and Vision insurance for Employees\n\nCompany Health Savings Account Contributions\n\n100% paid Short Term and Long Term Disability Insurance for Employees\n\nLife and Voluntary Supplemental Insurance Options\n\nOther Insurance Options, such as Pet & Legal Insurance\n\nVarious Supplementary Health Benefits, such as discounted Virtual Healthcare Appointments and Serious Illness Support\n\nFlexible Spending Account\n\n401(k)\n\nEmployee Assistance Program\n\nFlexible PTO\n\nPaid Holidays\n\nParental Leave\n\nOther In-Office Perks\n\nEqual Employment Opportunity\n\nTensorWave is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of any protected status under applicable law.\n\nReasonable Accommodations\n\nTensorWave provides reasonable accommodations in accordance with applicable laws. If you require accommodation during the hiring process, please contact accomodations@tensorwave.com.\n\nEmployment Eligibility\n\nAll offers of employment are contingent upon verification of identity and authorization to work in the United States, as required by law.\n\nBackground Checks\n\nWhere permitted by law, employment may be contingent upon the successful completion of a job-related background check.\n\nData Privacy Notice\n\nBy submitting an application, you acknowledge that TensorWave may collect, use, and retain your personal information for recruiting and employment-related purposes in accordance with applicable data privacy laws.","datePosted":"2026-08-25T11:29:26.529Z","dateModified":"2026-08-25T11:29:26.529Z","hiringOrganization":{"@type":"Organization","name":"Tensorwave","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Las Vegas","addressRegion":"NV","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"8350f28af101bebb695ed8c7"},"url":"https://jobsearcher.com/jobs/8350f28af101bebb695ed8c7"}}