Technical Support Engineer

About Voltage Park's Customer Experience Team
Voltage Park is your enterprise AI factory. We offer scalable compute power, on-demand and reserved bare metal AI infrastructure using NVIDIA GPUs, with world-class service, performance, and value. Founded with the mission of making accessible AI computing for all, our flexible, affordable GPU solutions power everyone from builders to enterprises.
We're looking for a Technical Support Engineer to join our customer experience team. In this role, you'll take full command of high-impact incidents, lead real-time response efforts, and ensure clear communication internally and with customers directly. You'll be the person everyone counts on when something breaks.
As a Technical Support Engineer, you'll operate at the intersection of engineering, data center operations, and customers. You'll know how to work across engineering functions to get to resolution - fast. You're someone who can speak fluently to both C-suite and staff engineers, make customers feel heard, and push for the technical rigor needed to prevent repeat problems. You're decisive, unflinching in the face of ambiguity, and driven to own outcomes end-to-end.
This is an on-site role, and you must be available to work from our Redmond, WA or San Francisco offices.
WHAT YOU'LL DO
- Serve as Incident Commander during outages and service degradation, leading response efforts across engineering and customer experience
- Own technical incidents from detection to resolution, driving urgency and accountability
- Communicate clearly with internal stakeholders and customers, keeping everyone aligned and informed
- Help implement long-term solutions to issues uncovered by root cause analysis
- Develop tools, documentation, and processes to improve incident response and support quality
- Partner closely with customers to understand their business, leveraging this knowledge to provide a personalized, consistent experience
- Continuously look for ways to improve the support experience, both human and technical
- Maintain on-call availability for urgent incidents - you're ready to jump in when others need you most
WHO YOU ARE
- Calm and clear-headed in chaos - you take control, lead confidently, and don't get rattled
- A problem-solver who likes a challenge and refuses to be blocked
- Technically sharp & maximally curious - you spot subtle issues, ask questions, and can hold your own in conversations with at all levels - C-suite to engineers
- Customer centric - you enjoy working with customers and solving their complex issues
- Comfortable making decisions under pressure and holding others accountable when needed
- A team player who brings people together and communicates with clarity and empathy
REQUIREMENTS
- Availability to work Monday-Thurs 9am-7pm PT
- Track record of managing customer escalations and technical comms across all levels, from execs to engineers
- Proven ability to deliver complex systems or projects from 0 to 1
- Willingness and ability to participate in weekend on-call rotation
- Experience running or supporting infrastructure at scale (cloud, bare metal, or both)
- 5+ years as a Senior Linux Systems Administrator, Infrastructure Support Engineer, or Data Center Operations Lead.
- Senior-level Linux system administration experience; able to operate confidently from the command line
- Scripting experience in Bash, Python, or JavaScript
- Experience diagnosing distributed training workloads and GPUs
- Familiarity with job schedulers like Slurm or Kubernetes
BONUS POINTS
- AI/ML infrastructure support experience - especially involving model training and orchestration
- Experience with cloud support, data center operations, or startup environments
- Strong documentation and process improvement skills
- Project management experience across technical and non-technical teams
Voltage Park is an equal opportunity employer and makes employment decisions on the basis of merit. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic under federal, state, or local law. If you require an accommodation during the job application process, please notify your recruiter.