About the Job
Hosted.ai is building a dedicated Level 1 L1 customer support team to provide first-line triage and customer assistance for our GPU-as-a-Service and virtualization platform. As an L1 support engineer, you will handle initial issue intake, ticket triage, customer communication, and routine infrastructure checks. This role requires technical curiosity, effective communication skills, and strong commitment. Complex Kubernetes, GPU, and infrastructure issues are escalated to L2/L3 teams with complete context.Key Responsibilities:
1. Serve as the first point of contact via ticketing portal, email, chat, or phone.
2. Create, categorise, and prioritise tickets based on severity and impact.
3. Gather logs, screenshots, and environment details using standard templates.
4. Provide timely, professional updates until resolution or escalation.
5. Perform initial checks, review logs and troubleshoot services on customer servers.
6. Identify known issues and apply documented, low-risk fixes only.
7. Escalate to L2/L3 with clear summaries, timelines, and evidence.
8. Monitor dashboards for node health, GPU availability, and VM status.
9. Respond to alerts and notify L2/L3 when thresholds are breached.
10. Log anomalies and open tickets for unhealthy pods, VMs, or autoscaling issues.
11. Maintain accurate ticket notes and troubleshooting timelines.
12. Share recurring issues and improvement ideas with L2/L3 teams.
13. Contribute to running books and knowledge base content.
Number of Openings
1 openingsSkills
Linux, SQL, Technical Support, Jira, Customer Support
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