Technical Support Engineer (Inference) - US Weekends

About the role

<h3><span style="font-family: helvetica, arial, sans-serif;"><strong>About the role</strong></span></h3> <p><span style="font-family: helvetica, arial, sans-serif;">As a Technical Support Engineer at a pioneering AI company, you'll be the first line of defense to support customers as they build out training, fine tuning, and inference solutions with Together AI. You'll dive deep into complex technical challenges, providing swift and effective solutions while serving as a product expert. As a part of the Customer Experience organization, you will collaborate closely with product and sales, driving continuous improvement of our offerings. This is an exciting opportunity for a deeply technical professional passionate about AI and customer success to make a significant impact in a fast-paced, innovative environment.</span></p> <h3><span style="font-family: helvetica, arial, sans-serif;"><strong>Required hours</strong></span></h3> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">This is a fulltime position working US daytime hours. The role will work both weekend days (Saturday and Sunday) as well as two additional weekdays.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">This is a 4-day shift, 10 hours per day, with 2 additional hours of on-call coverage on Saturdays and Sundays.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">The role would start as a Monday to Friday role for the first few months to allow for ramping up and learning from teammates. After being considered fully ramped, the role would transition to the 4-day weekend shift.</span></li> </ul> <h3><span style="font-family: helvetica, arial, sans-serif;"><strong>Responsibilities</strong></span></h3> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Engage directly with customers to tackle and resolve complex technical challenges involving our cutting-edge GPU clusters and our inference and fine-tuning services; ensure swift and effective solutions every time.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Act as a customer facing SRE to ensure our customer’s Inference endpoints (running on Kubernetes) remain healthy, stable, and performant</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Become a product expert in all of our Gen AI solutions, serving as the last line of technical defense before issues are escalated to Engineering and Product teams.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Assist with hardware and platform migrations by validating system health and traffic routing. Monitor dashboards to detect anomalies and escalate with data-backed analysis</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Manage customer-facing communications during incidents and degradations; translate deep technical findings (latency regressions, provider issues, network reachability drops) into clear, evidence-backed updates without exposing platform internals</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Contribute infrastructure changes for model deployment, capacity rebalancing, and cluster configuration. You will execute infrastructure changes via pull requests (infra-as-code) for tasks such as endpoint configuration, model bringup/bringdown, and capacity scaling</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Flag engine-level bugs with logs and reproduction steps for engineering</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Collaborate 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 satisfaction.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Transform 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)</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Maintain detailed documentation of system configurations, procedures, troubleshooting guides, and FAQs to facilitate knowledge sharing with team and customers.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Be flexible in providing support coverage during holidays, nights and weekends as required by business needs to ensure consistent and reliable service for our customers.</span></li> </ul> <h3><span style="font-family: helvetica, arial, sans-serif;"><strong>Requirements</strong></span></h3> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">6+ years of experience in a customer-facing technical role, SRE, DevOps, or infrastructure engineering, with at least 1 year in a support role for an AI service</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Experience as an SRE or DevOps engineer working with Kubernetes</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Strong technical background, with knowledge of AI, ML, GPU technologies and their integration into high-performance computing (HPC) environments.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Advanced, production-level experience with infrastructure services (e.g., Kubernetes, SLURM), infrastructure as code solutions (e.g., Ansible) high-performance network fabrics, NFS-based storage management, and container infrastructure</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Familiarity with operating storage systems in HPC environments such as Vast and Weka</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Proven ability to diagnose complex network-layer issues and read traces</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Strong knowledge of Python, TypeScript, and/or JavaScript with testing/debugging experience using curl and Postman-like tools</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Demonstrated expertise with observability tooling (e.g., Prometheus, Grafana) at scale</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Deep familiarity with REST API debugging and HTTP semantics</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Experience with LLM inference frameworks and LoRA fine-tuning and common training failure modes</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Experience with Infrastructure as Code and Git-based workflows</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Background in GPU cluster management</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Cloud platform experience (AWS, GCP, and/or Azure)</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Foundational understanding in the installation, configuration, administration, troubleshooting, and securing of compute clusters.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Complex technical problem solving and troubleshooting, with a proactive approach to issue resolution</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Ability to work cross-functionally with teams such as Sales, Engineering, Support, Product and Research to drive customer success.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Strong sense of ownership and willingness to learn new skills to ensure both team and customer success.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Ability to operate in dynamic environments, adept at managing multiple projects, and comfortable with frequent context switching and prioritization.</span></li> </ul> <h3><span style="font-family: helvetica, arial, sans-serif;"><strong>About Together AI</strong></span></h3> <p><span style="font-family: helvetica, arial, sans-serif;">Together AI is a research-driven artificial intelligence company. We believe open and transparent AI systems will drive innovation and create the best outcomes for society, and together we are on a mission to significantly lower the cost of modern AI systems by co-designing software, hardware, algorithms, and models. We have contributed to leading open-source research, models, and datasets to advance the frontier of AI, and our team has been behind technological advancement such as FlashAttention, Hyena, FlexGen, and RedPajama. We invite you to join a passionate group of researchers in our journey in building the next generation AI infrastructure.&nbsp;</span></p> <h3><span style="font-family: helvetica, arial, sans-serif;"><strong>Compensation</strong></span></h3> <p><span style="font-family: helvetica, arial, sans-serif;">We offer competitive compensation, startup equity, health insurance, and other benefits, as well as flexibility in terms of remote work. The US base salary range for this full-time position is: $160K - $230K + equity + benefits. Our salary ranges are determined by location, level and role. Individual compensation will be determined by experience, skills, and job-related knowledge.</span></p> <h3><span style="font-family: helvetica, arial, sans-serif;"><strong>Equal Opportunity</strong></span></h3> <p><span style="font-family: helvetica, arial, sans-serif;">Together AI is an Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">Please see our Privacy Policy at <a href="https://www.together.ai/privacy">https://www.together.ai/privacy</a></span></p>