PaleBlueDot AI · 3 weeks ago
Senior Technical Support Specialist, BD (AI Cl)
Palo Alto, CA
Full-time
Onsite
Mid, Senior Level
$130K/yr - $250K/yr
3+ years expPaleBlueDot AI is a leading AI cloud company providing specialized infrastructure for ambitious AI initiatives. The Senior Technical Support Specialist will serve as a key technical resource for the Business Development and Enterprise Sales teams, offering pre-sales support, post-sales enablement, and troubleshooting to ensure customer success.
Artificial Intelligence (AI)Cloud InfrastructureInformation TechnologySoftware
Hiring Manager
Jason Zhu（SPHRi™️-HRCI®️）
Responsibilities
Act as the first line of technical response for inbound inquiries from prospects generated by the BD team
Conduct initial technical qualification calls to understand prospect requirements and map them to PBD's capabilities
Support Solutions Architects by preparing demo environments, testing PoC configurations, and gathering initial logs or diagnostics for complex issues
Create and maintain a library of technical FAQs, troubleshooting guides, and "quick-start" documentation for common BD use cases
Manage the technical onboarding process for new Enterprise customers, ensuring smooth initial access and resource provisioning
Provide tier-2 technical support for key accounts during their pilot or initial implementation phase, acting as a dedicated point of contact
Collaborate with Support to document and escalate recurring technical issues that impact customer satisfaction or expansion potential
Attend strategic sales meetings to provide real-time technical clarification on capabilities, limitations, and integration paths
Monitor and triage technical support tickets originating from high-priority accounts in the BD pipeline, ensuring SLAs are met or exceeded
Provide the BD team with regular feedback on common technical hurdles or competitive differentiators heard from the field
Serve as the "voice of the prospect/customer" to internal engineering and product teams, clearly articulating technical pain points and feature requests gathered during support interactions
Document and reproduce bugs or platform issues for escalation to the Engineering and SRE teams
Qualification
Required
3+ years of experience in a technical support, sales engineering support, or cloud operations role within a cloud provider, data center, or SaaS company
Strong foundational knowledge of cloud infrastructure concepts: virtual machines, containers (Docker), Kubernetes, networking (VPC, load balancers), and Linux/CLI
Excellent customer-facing communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences
Proven problem-solving skills and a methodical approach to troubleshooting in a fast-paced environment
Familiarity with support ticketing systems (e.g., Zendesk, Jira Service Desk) and CRM platforms
Preferred
Experience in a pre-sales or sales-aligned technical support role
Exposure to AI/ML workloads, GPU computing (NVIDIA), or HPC environments
Basic scripting skills (Python, Bash) for automation and log analysis
Understanding of the neocloud competitive landscape (CoreWeave, Lambda Labs, etc.) or hyperscaler (AWS, Azure, GCP) services
Bilingual (English, Chinese)
Benefits
A competitive salary and comprehensive benefits package.
Opportunities for career growth into Sales Engineering, Customer Success, or Technical Account Management.
A dynamic, collaborative, and mission-driven culture.
Company
PaleBlueDot AI
PaleBlueDot AI is an AI cloud agent platform that provides AI agent technologies and cloud computing solutions for the IT sector.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase