• Provide technical assistance and support for upcoming queries and issued related to computer systems, software, and hardware  • Assist in installation, configuration, and maintenance of IT infrastructure, including servers, networks, and other IT systems  • Diagnose and resolve technical hardware and software issues promptly, escalating problems as necessary  • Maintain accurate records and documentation of IT assets, configurations, and procedures  • Ensure IT systems are compliant with security policies and standards, including antivirus updates, patch management, and access control  • Assist in the deployment and management of software applications, updates, and licenses across organization  • Participate in backup and disaster recovery processes to ensure data integrity and availability  • Monitor system performance and capacity, identifying and resolving issues proactively  • Liaise with vendors and service providers to resolve technical uses and procure necessary IT equipment and services  • Work as part of our Helpdesk team, logged into hunt groups, and answer client calls professionally throughout the day. • Handle both external customer tickets and internal support requests, ensuring timely and effective resolution.

Role Description As a Technical Support Specialist, you are dedicated to making sure every customer interaction ends with a solution. You'll be the person our customers turn to when they hit a roadblock, diagnosing technical issues, walking them through the platform, and making sure they have what they need, leveraging our software to help them be successful. Technical Support Specialists at Inktavo combine deep product knowledge with a hands-on approach to problem-solving. Whether it's feature education, troubleshooting, or simply helping a customer feel heard, your focus is always on getting them back on track quickly and confidently. You'll work with businesses across the decorated apparel, signage, and promotional products industries, helping them get the most out of our platform every single day. Day in the Life - Respond to inbound support requests via email and phone, diagnosing and resolving technical issues in a timely manner. - Take ownership of your tickets in Zendesk, owning the customer experience from start to end. - Lean on your team and support them in return, sharing knowledge and maintaining a culture of accountability and dependability. - Look for solutions independently first, taking time to think through the problem before escalating. - Guide customers through platform features, configurations, and integrations to ensure they are set up for success. - Investigate and document bugs, escalating complex issues up the team with clear reproduction steps. - Maintain detailed notes on troubleshooting and next steps on your tickets to ensure an efficient and consistent workflow. - Identify patterns in support tickets to proactively flag recurring issues and contribute to product improvement discussions. - Develop and contribute to help center documentation, FAQs, and internal knowledge base articles. - Collaborate cross-functionally with Customer Success, Sales, and Product teams to advocate for customer needs. Qualifications - Bachelor's degree or equivalent work experience in a technical or customer-facing role. - 1+ years of experience in technical support, SaaS support, or a related field. - Strong troubleshooting and analytical skills with the ability to break down complex problems clearly. - Excellent verbal and written communication skills. - Strong proficiency with Zendesk preferred, or similar ticketing systems. - Comfortable working with web-based platforms. Requirements - Industry experience in a print/signage shop, e-commerce. - Knowledge of QuickBooks Online. - Familiarity with API integrations. Benefits - Competitive benefits. - Unlimited PTO. - Remote work available for U.S.-based candidates. - 401(k) with employer match. - Paid parental leave. - In-office benefits for those local to Dallas, TX: - Catered lunches. - Casual office atmosphere & located in the Design District. - Fully stocked kitchen.

• 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.