Technical Support Engineer (L2/L3)

nCube provides a foundational platform for developers to build and run custom AI systems at scale, serving over 500,000 developers with $120M+ ARR.

• 3+ years of experience in technical support (L2 or higher) with at least 5 years in customer-facing support roles
• Bachelor's degree in Computer Science, Software Engineering, IT, or equivalent practical experience
• Solid familiarity with applied AI use cases including inference, fine-tuning, LLM-based applications, or agentic systems
• At least 1 year of software engineering/development experience or 2 years as a networking/systems administrator
• Strong Linux server administration skills including advanced SSH, terminal commands, and server OS management
• 2+ years hands-on experience with Python, Shell scripting, and SQL
• Experience with Docker and container deployment
• Based in Europe and available for weekend coverage as needed
• Upper-Intermediate English or better

Nice to have:

• Proficiency in full-stack development concepts (Python with Django/Flask/PyTorch, JavaScript/Node.js/React, or Go)
• Experience deploying and managing AI/ML models as services/APIs on GPU platforms
• Deep knowledge of containerization, orchestration, SQL databases (MySQL/PostgreSQL), networking protocols (TCP/IP, HTTP/HTTPS, SSH, DNS), and data center fundamentals
• Hands-on experience with monitoring tools such as Datadog and Grafana
• Previous exposure to cloud GPU infrastructure or AI developer platforms

• Investigate and resolve complex technical issues related to GPU cloud platform, AI inference workloads, container deployments, networking, and system performance
• Provide timely, professional support across multiple channels (email, chat, phone, video calls)
• Analyze logs, code, system metrics using tools like Datadog and Grafana to identify root causes
• Manage escalated tickets and ensure timely resolution within SLAs (24h for standard issues, 72h for complex ones)
• Educate customers on platform features, AI workloads, Docker/containerization, and self-service troubleshooting
• Create and maintain internal and external documentation including troubleshooting guides and knowledge base articles
• Proactively identify recurring issues and contribute to process improvements
• Collaborate cross-functionally with developers, QA, and product teams to enhance platform stability and user experience

Based in Europe and available for weekend coverage as needed per business requirements.