Technical Customer Support (L1)

About Us

Vast.ai’s cloud powers AI projects and businesses all over the world. We are democratizing and decentralizing AI computing—reshaping our future for the benefit of humanity.

We value curiosity, ownership, and continuous learning. You’ll have the opportunity to dive into state-of-the-art AI systems while collaborating with a globally distributed team. We encourage and support growth into specialized or leadership tracks as our startup continues to scale.

About the Role

This is a high-volume, customer-facing L1 support role. You will be the first voice our customers and GPU hosts hear when something goes wrong — and how you handle that moment matters as much as whether you can technically diagnose it.

Success in this role is roughly equal parts people skills and technical knowledge. If you're a strong communicator who happens to know Linux and Docker, you'll thrive here. If you're deeply technical but find customer interaction draining or difficult, this likely isn't the right fit.

You will handle a steady stream of chat and email tickets — diagnosing GPU rental issues, helping clients run AI workloads, supporting hosts, and escalating what you can't resolve. Previous experience in a customer support or technical support role is strongly preferred.

Vast.ai users or hosts strongly preferred.

This is a full-time, remote position anywhere in Mexico. Ability to work evenings, weekends and some holidays is highly preferred.

Vast.ai users or hosts strongly preferred.

Key Responsibilities

50% General Customer Support / 50% Technical Support

• Respond to a high volume of customer and host inquiries via chat and email with professionalism and clarity
• Troubleshoot L1 issues related to GPU rentals, Docker containers, Linux environments, and account related questions
• Set clear expectations, communicate status updates, and follow up until issues are resolved
• Identify, document, and escalate issues that require L2/engineering attention
• Maintain and improve support documentation and internal knowledge base articles

You Are

• Genuinely energized by helping people — you don't just tolerate customer interaction, you're good at it
• A clear, confident written communicator — especially under pressure or with frustrated customers
• Patient and methodical when working through ambiguous or technically complex problems
• Comfortable working independently in a fast-paced, remote environment including weekends & holidays
• Detail-oriented with strong follow-through — you close the loop, you don't drop tickets
• Curious about AI, GPU computing, or cloud infrastructure

Must-haves

• Previous experience in customer support or technical support (B2C or B2B)
• Strong English written communication — clear, professional, and empathetic in tone
• Strong technical troubleshooting fundamentals — able to methodically diagnose unfamiliar software, system, or connectivity issues and learn new technical environments quickly
• Basic Linux, networking, or Docker experience is strongly preferred. Candidates with strong technical support experience and demonstrated ability to learn these skills quickly will also be considered.
• Demonstrated ability to handle frustrated or confused customers constructively

Nice-to-haves

• Familiarity with GPU drivers (NVIDIA CUDA) and GPU workloads
• Experience with AI/ML frameworks (TensorFlow, PyTorch)
• Prior experience in a cloud or infrastructure support role
• Knowledge of the Vast.ai platform as a client or host
• Familiarity with VMs and virtualization

Benefits

• Competitive salary
• 100% salary during probation period
• Yearly Performance Bonus
• Health Insurance
• Reimbursement for approved work expenses
• Fast growing, ambitious startup environment