• Serve as a senior product support resource, assisting clients by diagnosing, troubleshooting, and resolving complex technical issues. • Own support cases end-to-end, including investigation, communication, resolution, and follow-up. • Troubleshoot issues across application behavior, data, integrations, and system usage. • Clearly communicate findings, progress, and resolutions to clients and internal stakeholders. • Document support cases, root causes, and resolutions in a structured and consistent manner. • Proactively monitor system health and availability using established monitoring and alerting tools. • Respond to system alerts and anomalies in coordination with TechOps. • Support and validate infrastructure changes (e.g., maintenance windows, releases, configuration updates) to ensure they do not negatively impact clients. • Participate in incident response and post-incident review activities as needed. • Partner with Engineering, Product, and TechOps to resolve issues and improve product stability. • Perform root cause analysis and recommend preventative measures to reduce support volume. • Participate in incident, change, and problem management processes. • Identify opportunities to improve support workflows and platform reliability.

Role Description We’re hiring a Support Leader to own and scale Together AI’s customer support function across two distinct, technically demanding domains: API Support and GPU Support. You’ll work closely with Together AI’s VP of Customer Experience and partner tightly with SRE, Inference Platform, and Engineering to represent customers internally and drive resolution at speed. This is a player-coach role: you’ll be hands-on in escalations. Our support operation runs 24/7. Our GPU infrastructure customers hold us to high-stakes SLAs on training workloads. Our API customer base spans thousands of PLG and enterprise accounts relying on our serverless and dedicated inference endpoints. Both domains need a leader who can keep pace technically and build the operational muscle to scale. Responsibilities - Team Leadership and Mentorship - Directly manage and develop a team of support engineers and technical account specialists across API Support and GPU Support functions. - Establish clear performance expectations, career growth paths, and a coaching culture leveraged to identify skill gaps and build training programs to close them. - Run structured 1:1s, team reviews, and escalation retrospectives. - Operationalization and Scaling - Assess and overhaul support workflows, SLA frameworks, and escalation playbooks. - Build triage, prioritization, and handoff protocols that allow the team to scale with customer growth without proportional headcount growth. - Define and own support KPIs: SLA attainment, time-to-resolution, escalation rate, CSAT. - GPU Infrastructure Support (Hands-On) - Jump into complex, active GPU infrastructure issues alongside your team. - Investigate NCCL and InfiniBand failures, SSH connection stalls, Kubelet TLS misconfigurations, GPU/RDMA provisioning timeouts, NFS RDMA mount failures, VAST storage failures, network fabric degradation, etc. - Manage high-stakes SLA obligations with GPU cloud customers running multi-thousand-GPU training workloads. - Coordinate closely with SRE and infrastructure engineering on hardware-level issues and cluster bringup. - API and Inference Support (Hands-On) - Own the support surface for Together AI’s API platform: serverless inference, dedicated inference endpoints (self-serve and managed), billing, rate limits, model upload (BYOM), and API authentication. - Represent the team on complex cases: dedicated endpoint startup failures, safetensors validation errors, NFS/storage performance issues on inference clusters, billing disputes and negative-balance enforcement, and rate limit escalations. - Work with the Inference Platform, Commerce, and Product teams to surface patterns and drive fixes upstream. - Escalation and Cross-Functional Partnership - Be the escalation point for your team’s highest-severity customer issues — triage fast, communicate clearly to customers and internal stakeholders, and drive to resolution. - Partner with SRE, Engineering, and Sales on shared priorities. Represent the support team’s perspective in cross-functional planning. - Own the relationship with support tooling vendors and drive improvements to alerting, SLA tracking, and ticket routing. - Customer Feedback Loop - Systematically analyze ticket patterns and surface product and infrastructure gaps to Engineering and Product. Turn support signal into actionable roadmap input. - Build documentation and self-service resources that reduce inbound volume over time. Qualifications - 10+ years of support engineering or technical support leadership experience, with at least 3 years managing a team. - Demonstrated experience leading infrastructure support or cloud operations. You understand how large-scale workloads behave on distributed systems. - Working knowledge of AI infrastructure. You know how APIs work, can reason about latency and throughput issues, and understand the operational surface of a managed inference platform. - Technical depth to be a credible player-coach. Ability to guide engineers through root cause analysis, and bring credibility to customer-facing escalations. - Experience running SLA-driven support operations with real accountability. Familiarity with Pylon or equivalent support ticketing platforms (Zendesk, etc.) and PagerDuty-style alerting systems. - Strong communication skills, especially under pressure. You can write a clear, concise customer-facing update in the middle of a live incident and distill a complex infrastructure issue into a crisp internal escalation. - Startup mindset. You’re comfortable building process where none exists, and you thrive in environments where priorities shift fast. Benefits - Competitive compensation. - Startup equity. - Health insurance. - Flexibility in terms of remote work. - The US base salary range for this full-time position is: $290,000 - $310,000K + equity + benefits. Equal Opportunity Together AI is an Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more.

Role Description You'll handle technical support queries from developers and engineering teams — helping with deployments, configuration issues, DNS, SSL, and integrations. You don't need to be a senior engineer, but you do need to be technically curious and comfortable working through problems systematically. - Triage and respond to technical support tickets via email and chat - Guide developers through setup, deployment, and configuration issues - Reproduce bugs and write clear escalation reports for the engineering team - Maintain and contribute to the technical knowledge base - Identify patterns in recurring issues and surface them to the product team Qualifications - Technical aptitude — comfortable with command line, APIs, and web technologies - Excellent written English for clear, accurate support communication - Methodical troubleshooter — you work through problems logically - Comfortable working independently in a remote-first environment Requirements - Experience in technical or developer support (nice to have) - Familiarity with cloud platforms (AWS, GCP, DigitalOcean, or similar) (nice to have) - Understanding of DNS, SSL, and basic networking concepts (nice to have) Benefits - $500–$800 USD/month based on experience - Fully remote with flexible hours - Technically interesting work — no two issues are the same - Paid leave - Path to Senior Technical Support, DevOps, or Developer Relations roles

• Serve as the first point of contact for technical support requests via phone, email, live chat, or ticketing system. • Troubleshoot and resolve basic hardware, software, and network issues following established procedures. • Provide technical support for on site and remote employees, including laptops, desktops, monitors, printers, mobile devices, and peripherals. • Support audio visual (AV) and conference room equipment, including setup and basic troubleshooting. • Escalate complex or unresolved issues to Tier 2 or specialized support teams in a timely and well documented manner. • Participate in occasional after hours technical support, as required. • Perform system imaging, device configuration, equipment replacements, and workstation setup. • Assist with IT projects as assigned, including hardware refreshes or software deployments. • Help maintain accurate IT equipment inventory, including tracking and documentation. • Accurately document incidents, resolutions, and follow up actions in the ticketing system. • Assist in maintaining and improving Aspire’s IT support procedures and documentation. • Follow established IT policies, standards, and best practices at all times. • Maintain a high level of professionalism and deliver excellent customer service in all interactions. • Build and maintain positive relationships with end users and IT team members. • Work both independently and collaboratively to address on site and remote support needs effectively.