[Remote] Customer Support Engineer (GPU Cluster)

Note: The job is a remote job and is open to candidates in USA. Together AI is a research-driven artificial intelligence company focused on creating innovative AI systems. As a Customer Support Engineer, you will support customers in building training and inference solutions, tackle complex technical challenges, and collaborate with various teams to enhance customer satisfaction.ResponsibilitiesEngage directly with customers to tackle and resolve complex technical challenges involving our cutting-edge Kubernetes GPU clusters; ensure swift and effective solutions every timeBecome a product expert in our GPU Cluster service, serving as the last line of technical defense before issues are escalated to Engineering and Product teamsCollaborate seamlessly across Engineering, Research, and Product teams to address customer concerns; collaborate with senior leaders both internally and externally to ensure the highest levels of customer satisfactionTransform customer insights into action by identifying patterns in support cases and working with Engineering and Go-To-Market teams to drive Together’s roadmap (e.g., future models to support)Maintain detailed documentation of system configurations, procedures, troubleshooting guides, and FAQs to facilitate knowledge sharing with team and customersBe flexible in providing support coverage during holidays, nights and weekends as required by business needs to ensure consistent and reliable service for our customersSkills3+ years of experience in a customer-facing technical role with at least 1 year in a support function in AI or supporting a mission-critical API in SaaSStrong technical background, with knowledge of AI, ML, GPU technologies and their integration into high-performance computing (HPC) environmentsFamiliarity with infrastructure services (e.g., Kubernetes, SLURM), infrastructure as code solutions (e.g., Ansible) high-performance network fabrics, NFS-based storage management, container infrastructure, and scripting and programming languagesFoundational understanding in the installation, configuration, administration, troubleshooting, and securing of compute clustersComplex technical problem solving and troubleshooting, with a proactive approach to issue resolutionAbility to work cross-functionally with teams such as Sales, Engineering, Support, Product and Research to drive customer successStrong sense of ownership and willingness to learn new skills to ensure both team and customer successExcellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholdersAbility to operate in dynamic environments, adept at managing multiple projects, and comfortable with frequent context switching and prioritizationBenefitsStartup equityHealth insuranceOther benefitsFlexibility in terms of remote workCompany OverviewTogether AI is a cloud-based platform designed for constructing open-source generative AI and infrastructure for developing AI models. It was founded in 2022, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is https://www.together.ai.Company H1B SponsorshipTogether AI has a track record of offering H1B sponsorships, with 8 in 2026, 19 in 2025, 6 in 2024, 3 in 2023. Please note that this does not guarantee sponsorship for this specific role.