Technical Support Engineer

Hyperbolic

. Serve as the first engineer customers contact when their GPU cluster has a problem .

Posted 11/6/2026contractRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong Linux expertise and proficiency in troubleshooting GPU clusters, managing support tickets, and executing runbooks. Capable of clear communication and collaboration in high-pressure environments while maintaining ownership of escalated issues.

Highest-signal resume keywords

Linux ExperienceGPU Workloads FamiliarityTicketing Tool ExperienceScripting in Bash or PythonNetworking Fundamentals

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

LinuxGPU WorkloadsSSHNFSDNSFirewallsCUDAScriptingSlurmKubernetes

Soft Skills

Clear CommunicationGood JudgmentCollaboration

Tools & Technologies

ZendeskLinearPagerDuty

Industry Keywords

Cloud SupportInfrastructure SupportHPCMulti-Tenant EnvironmentHardware-Adjacent Support

Tech Stack

Tools & technologies

CloudDNSDockerFirewallsKubernetesLinuxNFSPython

About the role

Key responsibilities & impact

Serve as the first engineer customers contact when their GPU cluster has a problem
Own support tickets from first response through resolution, including after escalation
Manage the SLA clock, first response, severity classification, and response commitments
Reproduce problems and gather relevant logs and configuration
Determine whether faults originate with Hyperbolic or the provider
Troubleshoot customer environment access and configuration, including SSH keys, NFS mounts, storage, quotas, security groups, containers, drivers, billing, and account issues
Execute documented runbooks and author new runbooks for newly solved issues
Maintain customer-facing documentation and the internal knowledge base
Collaborate with other engineers while retaining ownership of escalated issues
Participate in an on-call rotation for critical issues
Work toward potential progression into a Forward Deployed Engineer role

Requirements

What you’ll need

Very strong Linux experience and daily work in the CLI
Experience owning tickets against a response SLA in cloud, hosting, or infrastructure support
Solid networking and storage fundamentals: SSH, NFS and mounts, DNS, firewalls and security groups
Working familiarity with GPU workloads: nvidia-smi, drivers, CUDA, containers
Clear and fast written communication under time pressure
Good judgment about the limits of your own knowledge and a bias toward escalating early with a complete picture
Comfortable working across time zones and with an on-call rotation for critical issues
Experience with ticketing and on-call tooling such as Zendesk, Linear, PagerDuty, or similar
Scripting in bash or Python to automate repeat work
Exposure to Slurm, Kubernetes, or Docker in a multi-tenant environment
Background in GPU cloud, HPC, or a hardware-adjacent support organization
Legally authorized to work in the United States
No educational credential is explicitly required

Benefits

Comp & perks

Equal opportunity employer
Inclusive environment for all employees
Opportunity to build a deliberate path toward a Forward Deployed Engineer role