About the Job
Key responsibilities:1. Customer Support & Ticket Management
a. Act as the first point of contact via ticketing portal, email, chat, or phone
b. Create, categorize, and prioritize tickets based on severity and impact
c. Collect logs, screenshots, and environment details using standard templates
d. Provide timely and professional updates to customers until resolution or escalation
2. L1 Troubleshooting & Triage
a. Perform initial diagnostics and log reviews for hosted.ai services
b. Identify known issues and apply documented, low-risk fixes
c. Escalate issues to L2/L3 teams with clear summaries, timelines, and evidence
3. Monitoring & Operations
a. Monitor dashboards for node health, GPU availability, and VM status
b. Respond to alerts and notify L2/L3 teams when thresholds are breached
c. Log anomalies and raise tickets for unhealthy pods, VMs, or autoscaling issues
3. Documentation & Collaboration
a. Maintain accurate ticket notes and troubleshooting timelines
b. Share recurring issues and improvement suggestions with L2/L3 teams
c. Contribute to runbooks and knowledge base documentation
Number of Openings
10 openingsPerks of this Jobs
5 days a week
Skills
DNS, Linux, SQL, Networking, TCP/IP, Jira
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