SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Hyperbolic Labs is building an Open-Access AI Cloud that democratizes access to GPU computing power through an innovative marketplace and inference service. As a Technical Support Engineer, you will be the first and often only engineer customers interact with when their GPU clusters experience problems.
You own every ticket end-to-end, from initial response through resolution, maintaining accountability against SLA commitments. This is hands-on infrastructure work—you'll spend significant time in Linux environments, diagnosing real customer issues on production systems. You reproduce problems, gather relevant logs and configurations, and make initial triage decisions about whether faults originate from Hyperbolic's platform or the customer's provider.
Key responsibilities include: managing ticket ownership and SLA adherence; performing first technical response and triage; handling customer environment access, SSH keys, NFS mounts, storage quotas, and security configurations; executing and authoring runbooks for common issues; and maintaining both customer-facing and internal documentation. You'll work across time zones and participate in on-call rotations for critical issues.
Required qualifications: very strong Linux CLI experience; proven track record owning tickets against response SLAs in cloud, hosting, or infrastructure support; solid networking and storage fundamentals (SSH, NFS, DNS, firewalls, security groups); working familiarity with GPU workloads (nvidia-smi, drivers, CUDA, containers); and clear written communication under pressure.
Preferred experience includes ticketing and on-call tools (Zendesk, Linear, PagerDuty); bash or Python scripting for automation; exposure to Slurm, Kubernetes, or Docker in multi-tenant environments; and background in GPU cloud, HPC, or hardware-adjacent support.
Successful performers in this role have a clear path into the Forward Deployed Engineer position, with deliberate career development support.
