About the job
Join our dynamic team at Runware as a Customer Support Engineer, where you will play a pivotal role in providing exceptional technical support for developers and product teams utilizing our AI inference platform. Your expertise will be essential in diagnosing and resolving technical challenges, facilitating API integrations, and serving as a crucial escalation point for our customers, engineering teams, and upstream providers. This role is vital for ensuring platform reliability, fostering customer trust, and delivering a top-notch support experience at scale.
Key Responsibilities
- Serve as the main technical escalation point for customer support inquiries related to API usage, model behavior, performance, and reliability.
- Diagnose complex technical issues throughout the entire request lifecycle (from client to API to model provider to response).
- Analyze logs, metrics, and error traces to uncover root causes and replicate issues when necessary.
- Collaborate closely with engineering during incidents, bug resolutions, or performance downgrades.
- Maintain clear and composed communication with customers during incidents, providing status updates and resolution summaries.
- Educate customers on platform functionality, limitations, and best practices.
- Contribute to the development of support documentation, troubleshooting guides, and internal playbooks.
- Identify recurring problems, conduct root cause analyses, and proactively suggest enhancements to tools, processes, and documentation, or contribute minor fixes to mitigate repeat issues.
- Stay informed about supported models, provider updates, and platform features to effectively guide customers.
- Collaborate closely with Engineering, Product, Customer Success, and Partnerships teams to resolve issues and translate customer feedback into actionable technical insights.

