Sr. Cloud Support Engineer - Weekend Shift
$135k - $165k • Denver, CO - US • 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 Senior Cloud Support Engineer, you will 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.
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.
- Serve as the primary point of contact for incident management, focusing on initial triage, communication, and procedural rigor throughout the incident lifecycle.
- Lead response efforts, ensuring clear communication with both technical and non-technical stakeholders and acting as a customer advocate to minimize disruption.
- 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 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
- Weekend Shift Schedule: Wednesday – Sunday, or Saturday – Wednesday (5-day work week, includes weekend coverage).
- Compensation reflects a 10% increase for this schedule.