Technical Support Analyst

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Occupation tasks (O*NET)

Public-domain labor data — prepare examples for 2–3 of these.

• Oversee the daily performance of computer systems.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

O*NET source

Company facts (cached)

Website: runpod.com

Public cache only — not an employee review.

Role overview (listing rewrite)

Runpod, Inc. is hiring a remote Technical Support Analyst (L2) to join its globally distributed team, supporting developers across Europe who build and run AI workloads at production scale. If you love untangling complex technical problems and turning frustrated users into satisfied ones, this remote role is for you. About the Role As a Technical Support Analyst (L2) at Runpod, you will be the advanced line of defense for customers facing intricate technical challenges. Working remotely from Europe, you'll combine deep troubleshooting with clear, empathetic communication. Please note that this position requires weekend availability based on business needs. Key Responsibilities Resolve escalated, complex technical issues across email, phone, chat, and video (Google Meet, Zoom), keeping customers informed throughout. Manage escalated tickets end to end, providing detailed fixes or routing them onward while following up to closure. Aim for a CSAT score above 95%, with resolution targets of 24 hours for simpler issues and 72 hours for more involved ones. Diagnose root causes using logs, code review, and diagnostic tooling, then implement fixes or workarounds. Author and refine troubleshooting guides and knowledge base articles, translating technical detail for non-technical audiences. Partner with developers, QA, product, and customer success teams to solve customer problems. Guide customers through software installation, setup, and configuration. Qualifications 3+ years in a technical support role and 5+ years total in customer support. Bachelor's degree in Computer Science, Software Engineering, IT, or a related field, or equivalent experience. 1+ year in software development or 2+ years as a network admin. 2+ years with Python, Shell scripting, and SQL; comfort with SSH, terminal commands, and Linux servers. Familiarity with applied AI such as inference, fine-tuning, LLM apps, or agentic systems. Strong assets: Docker, Datadog, Grafana, CRM tools, and full-stack experience (Django, Flask, PyTorch, React, Node.js, Go). Based in Europe; must pass a background check. About Runpod, Inc. Founded in 2022, Runpod is the foundational platform powering custom, scalable AI systems for over 500,000 developers worldwide, with an annual recurring revenue run rate above $120M. As a remote-first company, Runpod builds infrastructure for AI workloads across cloud, on-prem, and hybrid…

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Questions to ask them

• What does success look like in the first 90 days for this role?
• How is the team structured, and who would I work with most?
• What tools and systems does this role use daily?
• Is the work primarily based in Remote, Europe, hybrid, or fully remote?