Technical Support Analyst (L2), EU

We’re seeking a technically sharp and customer-focused Technical Support Analyst (L2) to join our Client’s support engineering team and play a critical role in delivering exceptional technical support to thousands of developers and enterprises building and scaling AI systems on our platform. You will troubleshoot complex issues involving GPUs, containerized environments, AI inference, fine-tuning, and cloud infrastructure, helping customers move faster from experimentation to production. 

Project – the foundational platform for developers to build and run custom AI systems at scale – serving 500,000+ developers with $120M+ ARR. As a Technical Support Analyst (L2), you’ll resolve complex escalated issues, collaborate across engineering and product teams, and help customers get the most out of their AI infrastructure.  

Experience / Skills required: 

Must have: 

• At least 5 years of professional experience in technical customer support
• Bachelor’s degree in Сomputer Science, Software Engineering, IT, or equivalent practical experience 
• Solid familiarity with applied AI use cases, including inference, fine-tuning, LLM-based applications, or agentic systems 
• At least 2 years of software engineering/development experience or 2 years as a networking/systems administrator 
• Strong Linux/Ubuntu, server administration skills, Docker, SQL (MySQL/PostgreSQL), data-center components, network protocols (TCP/IP, HTTP/HTTPS, SSH, DNS)
• Ability to write/execute scripts, queries, commands; read/understand Python code, logs, errors, traces
• Based in Europe and available for weekend coverage as needed per business requirements
• Upper-Intermediate English and better 

Good to have: 

• Proficiency in full-stack development concepts (Python with Django/Flask/PyTorch, JavaScript/Node.js/React, or Go) 
• Experience deploying and managing AI/ML models as services/APIs, including training, inference, and optimization on GPU platforms 
• Hands-on experience with monitoring tools such as Datadog and Grafana 
• Previous exposure to cloud GPU infrastructure or AI developer platforms 

Responsibilities: 

• Explicitly covers escalated issues involving configuration, performance, functionality, compatibility, or code errors
• Mentions tools/methods: code analysis, scripting for testing, log analysis, remote access
• Collaboration with engineering, sales, supply, and product; helping with workarounds/bug fixes; working with infrastructure on GPU server issues
• Actively contributes to product development/testing via feedback
• Creates/maintains knowledge base articles, FAQs, guides, manuals and delivers training sessions, webinars, and demos
• Stronger emphasis on root-cause analysis and system stability
• Proactively identify recurring issues, contribute to process improvements, and work cross-functionally with developers, QA, and product teams to enhance platform stability and user experience 

We offer:  

• Competitive salary with the regular review 
• Vacation (up to 20 working days) 
• Sick leaves (10 working days) 
• National Holidays as a time off 
• Flexible working schedule, remote format  
• Direct cooperation with the customer 
• Dynamic environment with low level of bureaucracy and great team spirit 
• Challenging projects in diverse business domains and a variety of tech stacks 
• Communication with Top/Senior level specialists to strengthen your hard skills 
• Online teambuildings