About the role
As a Technical Support Engineer at a pioneering AI company, you'll be the first line of defense to support customers as they build out training, fine tuning, and inference solutions with Together AI. You'll dive deep into complex technical challenges, providing swift and effective solutions while serving as a product expert. As a part of the Customer Experience organization, you will collaborate closely with product and sales, driving continuous improvement of our offerings. This is an exciting opportunity for a deeply technical professional passionate about AI and customer success to make a significant impact in a fast-paced, innovative environment.
Responsibilities
- Triage and respond to inbound support tickets across self-serve and enterprise customers using a support/CRM platform; identify patterns in ticket clusters (e.g., a wave of the same error code), surface them to engineering with context and affected case lists, and follow through to resolution.
- Draft clear, accurate status updates and maintenance notifications for customers during planned maintenance windows or incidents; communicate expected impact without exposing internal platform details.
- Collaborate seamlessly across Engineering, Research, and Product teams to address customer concerns; collaborate with senior leaders both internally and externally to ensure the highest levels of customer satisfaction.
- Answer customer questions about the platform's API, model/fine-tuning workflows, model availability, and deployment/endpoint configuration; reproduce reported errors to confirm expected vs. broken behavior and provide actionable next steps.
- Provision and configure SSO connections for enterprise customers (Google Workspace, Okta, Azure AD, etc.); guide customers through IdP-side setup steps; diagnose login failures by cross-referencing the platform's identity provider configuration against the customer's; escalate confirmed platform-side gaps.
- Triage customer billing questions using billing/subscription tooling (e.g., Stripe, Metronome, or equivalent); process or coordinate refunds for prepaid credits and disputed charges; investigate negative-balance and credit-limit enforcement issues; escalate edge cases to the billing/finance team with full context.
- Resolve API key creation failures, org linkage issues, and project/key limit requests; coordinate user access changes (adding/removing org members, SSO org ownership transfers); investigate tenant isolation issues.
Requirements
- 2+ years of experience in a customer-facing technical role
- Comfortable reading and writing curl/HTTP requests, interpreting JSON error responses, and understanding concepts like bearer tokens, rate limits, and API key scoping; no deep software engineering background required, but must be able to follow and reproduce API-level issues.
- Familiarity with how SaaS billing works (invoices, prepaid credits, refunds); comfortable navigating admin dashboards and understanding what a payment state means.
- Working knowledge of SAML and OIDC concepts (ACS URL, audience URI, attribute mapping, IdP vs. SP); enough to walk a customer's IT admin through a configuration and recognize whether an error is on the customer side or platform side.
- Familiarity with infrastructure services (e.g., Kubernetes, SLURM), infrastructure as code solutions (e.g., Ansible) high-performance network fabrics, NFS-based storage management, container infrastructure, and scripting and programming languages.
- Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.
- Prior experience with a customer support platform (Zendesk, Intercom, Pylon, Freshdesk, or similar); comfortable managing a queue, updating ticket state, and writing internal notes.
- Familiarity with how language model APIs work (tokens, context windows, serverless vs. dedicated inference)
- Strong sense of ownership and willingness to learn new skills to ensure both team and customer success.
- Ability to operate in dynamic environments, adept at managing multiple projects, and comfortable with frequent context switching and prioritization.
About Together AI
Together AI is a research-driven artificial intelligence company. We believe open and transparent AI systems will drive innovation and create the best outcomes for society, and together we are on a mission to significantly lower the cost of modern AI systems by co-designing software, hardware, algorithms, and models. We have contributed to leading open-source research, models, and datasets to advance the frontier of AI, and our team has been behind technological advancement such as FlashAttention, Hyena, FlexGen, and RedPajama. We invite you to join a passionate group of researchers in our journey in building the next generation AI infrastructure.
Compensation
We offer competitive compensation, startup equity, health insurance, and other benefits, as well as flexibility in terms of remote work. Our salary ranges are determined by location, level and role. Individual compensation will be determined by experience, skills, and job-related knowledge.
Equal Opportunity
Together AI is an Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more.
Please see our Privacy Policy at https://www.together.ai/privacy
