Technical Support Analyst (L2)
We’re seeking a technically sharp and customer-focused Technical Support Analyst (L2) to join our Client’s support engineering team and play a critical role in delivering exceptional technical support to thousands of developers and enterprises building and scaling AI systems on our platform. You will troubleshoot complex issues involving GPUs, containerized environments, AI inference, fine-tuning, and cloud infrastructure, helping customers move faster from experimentation to production.
Project – the foundational platform for developers to build and run custom AI systems at scale – serving 500,000+ developers with $120M+ ARR. As a Technical Support Analyst (L2), you’ll resolve complex escalated issues, collaborate across engineering and product teams, and help customers get the most out of their AI infrastructure.
Experience / Skills required:
Must have:
At least 5 years of professional experience in technical customer support
Bachelor’s degree in Сomputer 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 2 years of software engineering/development experience or 2 years as a networking/systems administrator
Strong Linux/Ubuntu, server administration skills, Docker, SQL (MySQL/PostgreSQL), data-center components, network protocols (TCP/IP, HTTP/HTTPS, SSH, DNS)
Ability to write/execute scripts, queries, commands; read/understand Python code, logs, errors, traces
Based in Europe and available for weekend coverage as needed per business requirements
Upper-Intermediate English and better
Good 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, including training, inference, and optimization on GPU platforms
Hands-on experience with monitoring tools such as Datadog and Grafana
Previous exposure to cloud GPU infrastructure or AI developer platforms
Responsibilities:
Explicitly covers escalated issues involving configuration, performance, functionality, compatibility, or code errors
Mentions tools/methods: code analysis, scripting for testing, log analysis, remote access
Collaboration with engineering, sales, supply, and product; helping with workarounds/bug fixes; working with infrastructure on GPU server issues
Actively contributes to product development/testing via feedback
Creates/maintains knowledge base articles, FAQs, guides, manuals and delivers training sessions, webinars, and demos
Stronger emphasis on root-cause analysis and system stability
Proactively identify recurring issues, contribute to process improvements, and work cross-functionally with developers, QA, and product teams to enhance platform stability and user experience
We offer:
Competitive salary with the regular review
Vacation (up to 20 working days)
Sick leaves (10 working days)
National Holidays as a time off
Flexible working schedule, remote format
Direct cooperation with the customer
Dynamic environment with low level of bureaucracy and great team spirit
Challenging projects in diverse business domains and a variety of tech stacks
Communication with Top/Senior level specialists to strengthen your hard skills
Online teambuildings
