Technical Support Engineer (AI/GPU)

Location: Remote, APAC

Company

hirify.global builds a unified platform for accessing, selling, managing, and orchestrating heterogeneous GPU capacity for AI infrastructure and neocloud providers.

What you will do

• Own customer support tickets from the first response through resolution, including escalated issues, while tracking response SLAs and severity.
• Reproduce infrastructure problems, collect relevant logs and configuration, and determine whether the fault belongs to hirify.global or a provider.
• Troubleshoot customer environments involving SSH access, NFS mounts and storage, quotas, security groups, containers, drivers, billing, and account configuration.
• Execute existing runbooks and author new runbooks and documentation for recurring and newly resolved issues.
• Coordinate with engineers when deeper investigation is needed while retaining ownership of the customer issue.
• Participate in an on-call rotation for critical issues across time zones.

Requirements

• Very strong Linux experience and daily command-line work.
• Experience owning tickets against response SLAs in cloud, hosting, or infrastructure support.
• Solid networking and storage fundamentals, including SSH, NFS and mounts, DNS, firewalls, and security groups.
• Working familiarity with GPU workloads, including nvidia-smi, drivers, CUDA, and containers.
• Clear, fast written communication under time pressure.
• Good judgment about knowledge limits and the ability to escalate early with a complete technical picture.
• Comfort working across time zones and participating in an on-call rotation for critical issues.

Nice to have

• Experience with ticketing and on-call tools such as Zendesk, Linear, PagerDuty, or similar.
• Bash or Python scripting for automating repetitive work.
• Exposure to Slurm, Kubernetes, or Docker in a multi-tenant environment.
• Background in GPU cloud, HPC, or hardware-adjacent support.

Culture & Benefits

• Contract role within the Engineering department.
• Remote work in the APAC region with collaboration across time zones.
• Ownership-focused environment with a deliberate path toward a Forward Deployed Engineer role.
• Inclusive workplace committed to equal opportunity and diversity.