🏢 Company

A US-based technology startup founded by experienced serial entrepreneurs with prior successful exits.

💼 Product

A decentralized AI compute network that aggregates GPUs from around the world into a single, scalable platform, a cost-efficient alternative to centralized cloud providers. The network is used by three key participants: developers building and deploying AI applications, hardware providers (nodes/hosts) contributing compute resources, and protocol contributors advancing the core technology.

👨‍💻 Role

As the sole Tech Support Engineer, you will connect network participants and the open-source community with the core engineering team, resolving technical issues, and progressively owning more end-to-end.

🎯 Key responsibilities

Communication & Case Management

• Own user-facing communication across Discord and Telegram: set expectations, provide status updates, and close tickets with clear outcomes.
• Escalate complex cases to engineers with well-structured technical context, and stay in the loop through to resolution.
• Perform initial triage: identify whether an issue is a bug, misconfiguration, environment problem, network fault, or a participant-side issue.

Technical Support & Diagnostics

• Help network participants troubleshoot connectivity, configuration, synchronization, transaction, and upgrade issues.
• Collect and analyze logs, metrics, versions, configurations, and environment details to reproduce and diagnose failures.
• Search for solutions across documentation, GitHub, issue trackers, community threads, and internal knowledge bases.
• Assist engineers in testing fixes and protocol changes that affect network participants.
• Participate in releases and post-release monitoring: track symptoms, gather feedback, identify regressions.

Process Improvement & Expertise Development