Senior Cloud Support Engineer
Dublin - IE • FullTime
Posted 1mo ago
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Crusoe Cloud is revolutionizing high-performance computing by offering sustainable, low-cost GPU compute power. As a Cloud Support Engineer, you will be the primary point of contact for technical support, ensuring our customers can seamlessly utilize Crusoe Cloud for advancements in fields like AI/ML, physics simulations, and computational biology. This role directly impacts Crusoe's mission by enabling 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. 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.
Responsibilities
- Provide exceptional technical support to customers via Zendesk, meeting SLAs and maintaining high CSAT (95%+).
- Participate in a 24/7 on-call rotation to ensure timely resolution of critical issues.
- Diagnose and resolve issues related to VMs, hardware failures, and scaling tests using CLI and internal tools.
- Manage alert triage, prepare for maintenance windows, and conduct node delivery testing.
- Work closely with SRE, Networking, and Storage teams from initial triage to root cause analysis (RCA) delivery.
- Adhere to global team collaboration and handoff processes for ticketing and on-call procedures.
- Develop onboarding/training materials, knowledge base documentation, and standard operating procedures (SOPs).
Requirements
- Bachelor's degree in IT, Computer Science, Engineering, or a related field, or 4+ years of equivalent technical experience.
- Strong command-line interface (CLI) skills in Linux environments.
- Proficiency with Git for code management and collaboration.
- 5+ years of experience in a customer support role, ideally within cloud, storage, or networking environments.
- Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana).
- Familiarity with other public cloud platforms (e.g., AWS, Azure, GCP).
- Excellent communication and customer service skills, including the ability to prioritize competing escalations.
- Understanding of HPC technologies such as Infiniband, RDMA, RoCE, and Software Defined Networking (SDN).
Benefits
- Pension contributions
- Private health and dental insurance
- Income protection
- Life assurance