# Technical Support Engineer at Hyperbolic

- Company: Hyperbolic
- What the company does: Hyperbolic is the open-access AI cloud made for AI developers, providing fast, affordable access to compute, inference, and AI services. Backed by Polychain Capital.
- Company website: https://hyperbolic.xyz
- Type: Startups
- Level: Mid level
- Location: Remote
- Work setup: Remote
- Posted: 2026-08-28
- Apply by: 2026-10-14
- Apply: https://jobs.ashbyhq.com/hyperbolic/cc5c9238-ff86-4e67-9bed-f15a3e423600
- Page: https://www.1752.vc/careers/jobs/hyperbolic-technical-support-engineer/

## About the role

When a customer's GPU cluster has a problem, you are the first engineer they talk to, and most of the time you are the only one they need to. You own the ticket from the first response to the resolution, you own the clock against our SLA, and you keep ownership even when the problem needs deeper help.

## What they're looking for

- Ticket ownership, end to end. You own every ticket you pick up, including after it escalates. You do not hand off, you pull in the engineer you need and stay on it until the customer is working
- The SLA clock. First response, severity classification, and keeping us honest against our response commitments. You are the person who knows where every open issue stands
- First technical response and triage. Reproduce the problem, gather the logs and configuration that matter, and make the first call on whether the fault is ours or the provider's
- Customer environment access and configuration. SSH key and access issues, NFS mounts and storage, quotas, security groups, container and driver questions, billing and account questions
- Runbook execution and authoring. Run the documented play when there is one. When you solve something new, write the runbook so the next person does not escalate it
- Documentation. Keep our customer-facing docs and internal knowledge base current. Most repeat tickets are a documentation gap

Tags: Engineering