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Technical Support Engineer

TensorWave· Customer Experience
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Las Vegas, NevadaFull-timePosted 2mo ago

About the role

Hands-on, level 2 technical support engineer to diagnose and resolve issues across Linux, Kubernetes, Slurm, GPU infrastructure, and storage in a new level 2 team. Define escalation paths, runbooks, tooling, and contribute to knowledge base while partnering with customers and engineering.

Responsibilities

  • Own level 2 tickets escalated from the global operations center, driving them to resolution or to a clean, well-evidenced handoff to engineering.
  • Diagnose issues across the full stack, Linux hosts, GPU health, Kubernetes workloads, Slurm scheduling, Weka and Vast storage, and high-speed networking.
  • Investigate degraded and failed training and inference workloads using logs, metrics, and cluster telemetry, and give customers a clear account of what happened and why.
  • Triage 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.
  • Work directly with customer engineering teams in writing and on calls, matching their technical level and keeping them informed while an investigation is open.
  • Write and maintain runbooks that let the global operations center resolve recurring issues at level 1 and flag the gaps where no runbook exists yet.
  • Build diagnostic scripts and small tools that shorten investigations and reduce repeat work.
  • Contribute to the customer-facing knowledge base and documentation, so recurring questions stop becoming tickets.
  • Partner with technical account managers on account health, giving them the technical read behind utilization dips and ticket trends.
  • Participate in an on-call rotation backing the global operations center outside business hours and help shape the teams move toward full 24-7 coverage.
  • Feed repeated patterns back to engineering and product as evidence, not anecdote.

Qualifications

  • 3+ years in Linux systems administration, site reliability engineering, infrastructure operations, or a technical support engineering role with real diagnostic ownership.

Skills

Required:Linux troubleshootingAutomation using AI toolsKubernetesSlurm / batch schedulerPython or Bash scriptingIncident management toolsCommunicationOn-call readiness

Benefits

  • Stock Options
  • 100% paid Medical, Dental, and Vision insurance for Employees
  • Company Health Savings Account Contributions
  • 100% paid Short Term and Long Term Disability Insurance for Employees
  • Life and Voluntary Supplemental Insurance Options
  • Other Insurance Options, such as Pet & Legal Insurance
  • Various Supplementary Health Benefits, such as discounted Virtual Healthcare Appointments and Serious Illness Support
  • Flexible Spending Account
  • 401(k)
  • Employee Assistance Program
  • Flexible PTO
  • Paid Holidays
  • Parental Leave
  • Other In-Office Perks
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About TensorWave

Next-Gen AI Infrastructure

TensorWave: AI & HPC Cloud with AMD Instinct™

AI inferencemanaged inferenceLLM inferenceAI model deploymentlow-latency inferencescalable AIAI autoscalingGPU inference
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