Senior Cloud Support Engineer
Dallas, TX - US • FullTime
Posted 2mo ago
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Crusoe Cloud is seeking a Senior Cloud Support Engineer to empower customers utilizing their sustainable, low-cost GPU compute power for AI/ML, physics simulations, and computational biology. As the primary technical support contact, you will ensure customers can seamlessly leverage Crusoe Cloud, directly impacting the company's mission to accelerate AI research and development. This role involves working with cutting-edge technologies and collaborating with a talented team to solve complex challenges, making it an ideal opportunity for a motivated and experienced technical professional passionate about customer success and 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 for critical issue resolution.
- 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.
- Collaborate with SRE, Networking, and Storage teams from triage to root cause analysis.
- 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 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
- Competitive compensation
- Restricted Stock Units
- Paid time off & paid holidays
- Comprehensive health, dental & vision insurance
- Employer contributions to HSA account
- Paid parental leave
- Paid life insurance, short-term and long-term disability
- Professional development & tuition reimbursement
- Mental health & wellness support
- Commuter benefits (parking & transit)
- Cell phone stipend
- 401(k) Retirement plan with company match up to 4% of salary
- Volunteer time off