Senior Cloud Support Engineer - Weekend Shift

About This Role

Crusoe Cloud is revolutionizing high-performance computing by offering sustainable, low-cost GPU compute power. As a Senior Cloud Support 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.

What You’ll Be Working On

• Weekend Shift Schedule: Wednesday – Sunday, or Saturday – Wednesday (5-day work week, includes weekend coverage). On-site required for weekday shifts. Compensation reflects a 10% increase for this schedule.
• Customer Support: Provide exceptional technical support to customers via Zendesk, meeting SLAs and maintaining high CSAT (95%+).
• On-Call Rotation: Participate in a 24/7 on-call rotation to ensure timely resolution of critical issues.
• Incident Management: Primary point of contact for incident management, focusing on initial triage, communication, and procedural rigor throughout the incident lifecycle.
• 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).

What You’ll Bring to the Team

• Bachelor's degree in IT, Computer Science, Engineering, or a related field, or 4+ years of equivalent technical experience.
• 5+ years of experience in a customer support role, ideally within cloud, storage, or networking environments.
• Strong command-line interface (CLI) skills in Linux environments.
• Proficiency with Git for code management and collaboration.
• Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana).
• Familiarity with public cloud platforms (e.g., AWS, Azure, GCP).
• Understanding of HPC technologies such as Infiniband, RDMA, RoCE, and Software Defined Networking (SDN).
• Excellent communication and customer service skills, including the ability to prioritize competing escalations.

Bonus Points

• 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.
• Deep understanding of specific cloud platforms and services.
• Experience with automation tools and scripting languages.
• Proven ability to mentor, train, and onboard colleagues.