Technical Solutions Engineer

At TensorWave, we're leading the charge in AI compute, building a versatile cloud platform that's driving the next generation of AI innovation. We're focused on creating a foundation that empowers cutting-edge advancements in intelligent computing, pushing the boundaries of what's possible in the AI landscape.

As a Technical Solutions Engineer on our Customer Experience team, you'll be the front line of a high-performance support model that bridges traditional L1/L2 roles with the technical rigor demanded by AI infrastructure customers.

You'll help enterprise ML engineers, DevOps teams, and CTOs solve complex challenges involving GPU workloads, infrastructure orchestration, and deployment at scale. Your mission? Deliver timely, precise, and white-glove technical support that builds trust and accelerates adoption with the most exciting customer partners in the industry.

TensorWave is growing fast, and this role is a rare opportunity to get in early, grow with the team, and carve out your path as we scale.

Responsibilities:

• Triaging & Resolution: Act as first and second line of defense for technical issues (VMs, networking, API errors, orchestration tools, GPU utilization, etc.).
• Customer Communications: Manage tickets, live chat, and calls across Premium/Platinum support tiers. Communicate clearly and empathetically to both technical and non-technical users.
• Collaborate Cross-Functionally: Escalate critical bugs, provide logs + context to engineering, and contribute to product improvement feedback loops.
• Documentation & Enablement: Write clear, technically accurate documentation and playbooks to improve support efficiency and self-service.
• Tooling & Automation: Help us scale support by improving diagnostics tooling, chatbots, and macros to reduce MTTR.
• Success Partnership: Support QBRs and onboarding sessions for top-tier customers alongside Customer Success Managers.

Essential Skills & Qualifications:

• 24 years in technical support, cloud operations, or SRE environments.
• Hands-on experience with:
• Linux environments (logs, bash, process/thread management)
• Cloud compute platforms (AWS/GCP/Azure or similar).
• Containerization or orchestration tools (e.g., Kubernetes, Docker, Terraform, SLURM).
• AI/ML workloads (inference, training, fine-tuning).
• Troubleshooting APIs and REST/GraphQL calls.
• Strong communicator with the ability to simplify complex technical issues.
• Comfort in a fast-paced startup environment where priorities shift rapidly.
• Familiarity with GPU-accelerated cloud environments.

We're looking for resilient, adaptable people to join our teamfolks who enjoy collaborating and tackling tough challenges. We're all about offering real opportunities for growth, letting you dive into complex problems and make a meaningful impact through creative solutions. If you're a driven contributor, we encourage you to explore opportunities to make an impact at TensorWave. Join us as we redefine the possibilities of intelligent computing.

In addition to a competitive salary, we offer a variety of benefits to support your needs, including:

• Stock Options
• 100% paid Medical, Dental, and Vision insurance
• Life and Voluntary Supplemental Insurance
• Short Term Disability Insurance
• Flexible Spending Account
• 401(k)
• Flexible PTO
• Paid Holidays
• Parental Leave
• Mental Health Benefits through Spring Health