We’re on a mission to democratize AI and machine learning by making GPU services accessible to all. As a **Systems Administrator**, you’ll play a critical role in supporting our customers by providing advanced technical assistance to resolve complex issues. This position is ideal for someone who thrives in a dynamic environment and is passionate about delivering exceptional customer service. **Please note:** This position requires availability on weekends as per requirements, as per your shift schedule assigned by your reporting manager. ### **Responsibilities** * Provide clear and timely communication to customers across multiple support channels (email, phone, chat, video calls). * Troubleshoot and resolve complex technical issues related to our software, ensuring efficient resolutions. * Manage escalated tickets, offering detailed solutions or escalating further when necessary. * Maintain a **Customer Satisfaction (CSAT) score above 95%** and ensure a **resolution SLA of 24\-72 hours**. * Develop and update technical documentation, including troubleshooting guides and knowledge base articles. * Collaborate with internal teams such as developers, QA engineers, and product managers to resolve customer issues. * Analyze system performance, logs, and errors to diagnose and resolve technical problems. * Assist customers with software configuration tasks such as installation, setup, and customization. * Utilize diagnostic tools and techniques to find root causes and implement fixes. * Proficiency with **Datadog, Grafana, SQL databases, and CRM tools** is considered a strong asset. **Requirements** * At least 2 years of experience with **Python**, Shell scripting, and **SQL**. * Proficiency with **SSH** and the use of terminal commands * Experience with **Linux** (server versions specifically) * At least 3 years of experience in a technical support role, with a total of at least 5 years in customer support. * Strong problem\-solving skills and the ability to analyze and resolve technical issues. * At least 1 year of experience in software engineering/development or 2 years of experience as a networking admin. * Strong asset: Proficiency in Docker and deployment on Docker * Plus: Experience in AI fine\-tuning or AI inference * Excellent communication skills, both verbal and written.