Senior Customer Support Engineer

Verda; Helsinki; On-site; EUR 65,000 - 90,000; Full time

Job summary

Verda, a growing European AI cloud company, is seeking a Senior Customer Support Engineer to own complex technical escalations and collaborate with engineering and product teams in Helsinki. You will serve as a SME for key product areas and help shape support playbooks, tooling, and onboarding for future team members.

The role focuses on 24/7 coverage across international markets with on-site presence in Helsinki, demanding strong communication and leadership to bridge customers and engineers.

Qualifications

• 5+ years of experience in a technical role at a cloud provider.
• Bachelor's degree in CS, IT, or a related field (or equivalent).
• Hands-on experience with GPU and virtualization concepts in production.
• Networking fundamentals for connectivity troubleshooting (SSH, firewall rules, TCP/IP).
• Strong scripting ability (Python, Bash).
• REST API debugging and automation with AI tools.

Responsibilities

• Own the most complex, high-impact escalations, including enterprise customer issues.
• Serve as SME for one or more product areas in the customer support team.
• Work directly with engineering on bug triage and feature requests driven by support data.
• Onboard and train L1 and L2 team members.
• Proactively identify trends in ticket data and surface them to product teams.

Skills

Cloud support experience

GPU virtualization

Networking fundamentals

Scripting (Python, Bash)

REST API debugging

Automation with AI tools

English communication

Education

Bachelor's degree in CS/IT or related field

Tools

Linux

SSH

SQL

Job description

At Verda, we're building a fully featured European AI cloud, covering everything needed to train, experiment with, and deploy AI models at scale.

We are a full-stack AI infrastructure company, meaning we design, operate, and optimize the compute powering modern AI workloads across training and inference. Our infrastructure runs on 100% renewable energy, helping build a more sustainable AI ecosystem.

Join Verda while it’s still being built - not once it’s finished.

About the role

As a Senior Customer Support Engineer, you own the deepest technical problems our customers bring us and act as the bridge between support, engineering, and product. You are the person the team turns to when an escalation is genuinely hard, when an enterprise customer needs a clear answer under pressure, and when a recurring issue needs to be understood at the root and eliminated for good.

You will work directly with engineering on bug triage and feature requests driven by real support data, and serve as the subject matter expert for one or more product areas. As we scale rapidly, your judgment shapes how we run support: the playbooks, the tooling, and the next generation of team members you train.

Your responsibilities

• Own the most complex, high-impact escalations, including enterprise customer issues.

• Serve as subject matter expert (SME) for one or more product areas in the customer support team.

• Work directly with engineering on bug triage and on feature requests driven by support data.

• Onboard and train L1 and L2 team members.

• Proactively identify trends in ticket data and surface them to product teams.

Your key competencies

The ideal candidate has deep technical range, strong ownership, and the communication skills to be trusted by both engineers and enterprise customers. You are comfortable being the final line before engineering, and you turn recurring pain into permanent fixes.

• 5+ years of experience in a technical role at a cloud provider.

• Bachelor's degree in CS, IT, or a related field (or equivalent experience).

• Hands-on experience with GPU and virtualization concepts in production.

• Networking fundamentals for connectivity troubleshooting (SSH access, firewall and port rules, TCP/IP routing and reachability) and comfort with database queries.

• Strong scripting ability (Python, Bash).

• REST API debugging.

• Experience building automations with AI tools to reduce repetitive support work.

• Excellent written and verbal communication in English with technical and non-technical audiences, plus leadership and stakeholder management.

Nice to have

• Relevant certifications: Linux Foundation Certified System Administrator (LFCS), Nvidia AI Operations Certificate, Certified Kubernetes Administrator (CKA).

• Experience running and debugging multi-node GPU clusters.

• Experience mentoring or training support engineers.

Practicalities

• Work mode: On-site. This role requires presence in our Helsinki office 5 days per week. Don’t worry, you won’t be alone or hangry there. (We keep a stocked fridge…)

• This role follows a rotational shift pattern to ensure 24/7 coverage for our international markets.

• Level of expertise: Senior.

• Employment type: Full-time and permanent.

What's next

We're building fast and this role needs the right person behind it. There's no artificial deadline, but when we find who we're looking for, we move.