Senior Cloud Support Engineer - Managed Inference

About This Role

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

• 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.
• 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

• Education/Experience: Bachelor's degree in IT, Computer Science, Engineering, or a related field, or 2+ years of equivalent technical experience.
• Linux Proficiency: Strong command-line interface (CLI) skills in Linux environments.
• Version Control: Proficiency with Git for code management and collaboration.
• Customer Support Experience: 2+ years of experience in a customer support role, ideally within cloud, storage, or networking environments.
• Cloud Technologies: Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana).
• Public Cloud Knowledge: Familiarity with other public cloud platforms (e.g., AWS, Azure, GCP).
• Communication Skills: Excellent communication and customer service skills, including the ability to prioritize competing escalations.

Bonus Points

• Cloud Expertise: Deep understanding of specific cloud platforms and services.
• Automation Skills: Experience with automation tools and scripting languages.
• Problem-Solving Abilities: Demonstrated ability to analyze complex technical issues and develop effective solutions.
• Passion for Sustainability: A strong interest in contributing to a more sustainable future through technology.