Senior Cloud Support Engineer

• Crusoe Cloud is revolutionizing high-performance computing by offering sustainable, low-cost GPU compute power

• As a Customer Success Engineer, you’ll play a crucial role in empowering our customers to leverage this technology for groundbreaking advancements in fields like AI/ML, physics simulations, and computational biology

• You will be the primary point of contact for technical support, ensuring our customers can seamlessly utilize Crusoe Cloud to achieve their goals

• This role directly impacts Crusoe’s mission by enabling our customers to accelerate their research and development, contributing to a more sustainable future

• You will be involved in exciting projects, working with cutting-edge technologies and collaborating with a talented team to solve complex challenges

• Customer Support: Provide exceptional technical support to customers via Zendesk, meeting SLAs and maintaining high CSAT (95%+)

• This is a full-time position

• On-Call Rotation: Participate in a 24/7 on-call rotation to ensure timely resolution of critical issues

• Troubleshooting: Diagnose and resolve issues related to VMs, hardware failures, and scaling tests using CLI and internal tools

• Alert Triage and Maintenance: Manage alert triage, prepare for maintenance windows, and conduct node delivery testing

• Collaboration: Work closely with SRE, Networking, and Storage teams from initial triage to root cause analysis (RCA) delivery

• Global Teamwork: Adhere to global team collaboration and handoff processes for ticketing and on-call procedures

• Knowledge Sharing: Develop onboarding/training materials, knowledge base documentation, and standard operating procedures (SOPs)

Benefits

• Health & wellbeing: Comprehensive health benefits designed to support your overall wellness

• Time away: Paid time off for vacations, family bonding, and unexpected needs

• 401(k) match: Build your financial future with our 401(k) matching program

• Mental wellness: Resources and support for your emotional wellbeing and navigating life’s challenges

Qualifications

• The ideal candidate is a highly motivated and experienced technical professional with a passion for customer success, a deep understanding of cloud technologies, and a commitment to Crusoe’s values

• Education/Experience: Bachelor’s degree in IT, Computer Science, Engineering, or a related field, or 4+ years of equivalent technical experience

• Cloud Technologies: Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana)

• Customer Support Experience: 5+ years of experience in a customer support role, ideally within cloud, storage, or networking environments

• HPC Knowledge: Understanding of HPC technologies such as Infiniband, RDMA, RoCE, and Software Defined Networking (SDN)

• Communication Skills: Excellent communication and customer service skills, including the ability to prioritize competing escalations

• Public Cloud Knowledge: Familiarity with other public cloud platforms (e.g., AWS, Azure, GCP)

• Linux Proficiency: Strong command-line interface (CLI) skills in Linux environments

• Version Control: Proficiency with Git for code management and collaboration

• Certifications: CKA, CKAD, CKS, KCNA, AWS Machine Learning - Specialty, Data Analytics - Specialty, Solutions Architect - Professional, Developer - Associate, NVIDIA AI Infrastructure and Operations, Generative AI and LLMs, Generative AI Multi-modal, Infiniband, Linux Foundation IT Associate, System Administrator

• Automation Skills: Experience with automation tools and scripting languages

• Cloud Expertise: Deep understanding of specific cloud platforms and services

• Problem-Solving Abilities: Demonstrated ability to analyze complex technical issues and develop effective solutions

• Collaboration and Mentorship: Proven ability to mentor, train, and onboard colleagues

• Passion for Sustainability: A strong interest in contributing to a more sustainable future through technology