Technical Support Specialist

2 weeks ago

Mountain View, California, United States Groq Full time

About Groq: At Groq, we are dedicated to fostering an AI-driven economy that emphasizes human agency. Our vision is to create a future where AI is not only powerful but also accessible to everyone, addressing the limitations currently posed by traditional processing technologies.

Join Our Team: We are on the lookout for a Technical Support Specialist who possesses a strong background in system administration and technical assistance. As a vital member of our Customer Experience and Support Team, you will collaborate closely with our Sales, Field, and Engineering teams to ensure that our customers and partners enjoy an exceptional technical experience with our innovative products.

Role Overview: In this position, you will be part of a passionate support team that is committed to delivering Groq's revolutionary AI and HPC hardware and software solutions to developers globally. You will have the unique opportunity to contribute to the evolution of our team.

Key Responsibilities:

  • Gain an in-depth understanding of Groq's machine learning accelerator technologies and software solutions.
  • Keep updated with the latest trends in the machine learning development tool ecosystem.
  • Conduct on-site software debugging and qualification efforts, utilizing available tools to troubleshoot and resolve technical issues effectively.
  • Engage directly with customers to facilitate successful installations of accelerators and servers, ensuring an optimal experience.
  • Oversee the technical aspects of the customer design process, from product evaluation to production, including support, debugging, and escalation management.
  • Provide recommendations for product improvements and contribute to engineering validation plans based on firsthand experience.
  • Document all customer interactions and assist in creating comprehensive self-service solutions for future incidents.
  • Deliver in-depth technical training to key customers and partners, as well as to the broader field organization.
  • Lead discussions on solutions architecture with strategic customers regarding Groq hardware, networking, storage, and performance optimizations.
  • Coordinate with product, engineering, account management, and project management teams to prioritize customer requirements and timelines.
  • Develop customer communication strategies and coordinate recovery plans for unexpected delays or issues.

Ideal Candidate Profile:

  • Proficient programming skills, ideally in C/C++ and Python.
  • Strong foundational knowledge of Linux, including device drivers, hypervisors, and virtual machines.
  • Solid grasp of system administration, including security configurations and device management.
  • Comprehensive understanding of hardware concepts.
  • Excellent communication skills and comfort in engaging with customers directly.
  • Experience in deploying systems with machine learning accelerators or GPUs in large-scale environments.
  • Familiarity with system virtualization and containerization techniques.
  • Experience in developing Ansible roles for configuration management.
  • Knowledge of server hardware ecosystems at various levels.
  • Familiarity with CUDA and MLOps frameworks is advantageous.
  • Understanding of AI/ML, LLMs, vector databases, and semantic search.
  • A willingness to learn and adapt.

Qualifications:

  • Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, Mathematics, or Physics, or equivalent experience.
  • Deep knowledge of GNU/Linux distributions and troubleshooting at both kernel and application levels.
  • Experience in developing or supporting hardware acceleration products.
  • A customer-centric mindset, focused on exceeding expectations and resolving issues promptly.
  • Strong leadership and collaborative skills.
  • Exceptional writing and communication abilities, promoting transparency and openness.
  • Comfortable in a dynamic startup environment.
  • Willingness to travel for customer support and deployment efforts as needed.
  • Able to lift up to 50 lbs. for hardware installation.

Attributes of a Groq Team Member:

  • Humility and a collaborative spirit.
  • A growth mindset, eager to learn and share knowledge.
  • Curiosity and innovation in problem-solving.
  • Passion and resilience in pursuing bold ideas.

If you resonate with our values and vision, we would love to connect with you.

Compensation: Our national pay range for technical roles is competitive and commensurate with experience.

Location: Groq operates in a geo-agnostic manner, allowing you to work from your preferred location while collaborating remotely.

Diversity and Inclusion: At Groq, we are committed to building a diverse workforce that reflects the global communities we serve. We are an equal opportunity employer and celebrate diversity in all its forms.

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