Technical Support Engineer

About The Company

GrabJobs is a dynamic and innovative recruitment platform dedicated to transforming the hiring experience for companies and job seekers worldwide. Our platform leverages cutting-edge technology to streamline the recruitment process, making it more efficient, accessible, and user-friendly. With a strong focus on automation, AI integration, and data-driven insights, GrabJobs empowers organizations to find the right talent quickly and effectively. Our commitment to excellence and innovation has positioned us as a leader in the HR tech industry, serving thousands of clients across various sectors. We foster a collaborative, inclusive, and growth-oriented culture that encourages continuous learning and development, ensuring our team remains at the forefront of industry advancements.

About The Role

We are seeking a highly skilled and motivated Technical Support Analyst (L2) to join our remote-first team. In this role, you will be instrumental in providing advanced technical support to our diverse customer base, ensuring their technical issues are resolved efficiently and effectively. Your expertise will help maintain high customer satisfaction levels and contribute to the ongoing improvement of our platform. This position requires a proactive problem-solver with excellent communication skills and a passion for delivering exceptional service. As a key member of our support team, you will collaborate closely with engineering, sales, and product teams to troubleshoot complex issues, develop solutions, and enhance user experience. You will have the opportunity to work in a flexible, fast-paced environment that values ownership and innovation.

Qualifications

• At least five years of professional experience in technical customer support or related fields.
• A bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a similar discipline, or equivalent professional experience.
• Solid understanding of applied AI use cases such as inference, fine-tuning, and large language models (LLMs).
• Experience with software engineering or development, particularly in scripting, code analysis, and troubleshooting.
• Familiarity with operating systems like Linux/Ubuntu, containerization tools such as Docker, and SQL databases (MySQL, PostgreSQL).
• Strong knowledge of network protocols (TCP/IP, HTTP/HTTPS, SSH, DNS) and experience reading and analyzing logs and code in Python.
• Excellent verbal and written communication skills, along with the ability to work independently and as part of a team.
• Additional preferred skills include proficiency in Django, Flask, PyTorch, JavaScript frameworks, and deployment of AI/ML models as services or APIs.

Responsibilities

• Providing expert-level support to customers through multiple channels such as email, phone, chat, and video calls.
• Troubleshoot