Technical Solutions Engineer

Our mission at Tensorwave Cloud is to build seamless, secure, reliable, and resilient AI infrastructure at scale, eliminating barriers and challenging the status quo to empower builders and support AI innovation.

About the role

We're seeking 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

• Act as first and second line of defense for technical issues - VMs, networking, API errors, orchestration tools, GPU utilization

• Manage tickets, live chat, and calls across Premium/Platinum support tiers. Communicate clearly and empathetically to both technical and non-technical users

• Escalate critical bugs, provide logs and context to engineering, and contribute to product improvement feedback loops

• Write clear, technically accurate documentation and playbooks to improve support efficiency and self-service

• Help us scale support by improving diagnostics tooling, chatbots, and macros to reduce MTTR

• Support QBRs and onboarding sessions for top-tier customers alongside Customer Success Managers.

Required Experience

• Bachelor’s degree in Information Technology, Computer Science, Network Engineering, or a related field, or equivalent hands-on experience

• 2+ years in technical support, cloud operations, or SRE environments

• Experience with Linux environments - logs, bash, process, thread management

• Experience with Cloud compute platforms - AWS/GCP/Azure or similar

• Experience with Containerization or orchestration tools - Kubernetes, Docker, Terraform, SLURM

• Experience with AI/ML workloads - inference, training, fine-tuning

• Experience 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

What We Bring

• Mission driven company

• Competitive Salary

• Stock Options

• 100% paid Medical, Dental, and Vision insurance

• Flexible PTO

• Paid Holidays

• 401(k)

• Parental Leave

• Flexible Spending Account

• Short Term Disability Insurance

• Life and Voluntary Supplemental Insurance

• Mental Health Benefits through Spring Health

We’re looking for resilient, adaptable people to join our team, people who believe in the mission and think at massive scale. The solutions that worked on a handful of devices will not work at Exascale. Be prepared to be pushed daily, to learn a lot, and literally build the future.

Tensorwave is an equal opportunity employer, committed to fostering an inclusive and supportive workplace. All qualified applicants and candidates will receive consideration for employment without regard to race, color, religion, sex, disability, age, national origin, or veteran status.