Senior Cloud Support Engineer

Crusoe Energy Systems; Ireland; On-site; EUR 75,000 - 110,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) matching

Job summary

Crusoe Energy Systems is seeking a Customer Success Engineer to empower customers to use Crusoe Cloud for AI/ML, physics simulations, and computational biology. You will be the primary technical contact, handling support, troubleshooting, and onboarding across SRE, Networking, and Storage teams.

The role requires a strong cloud/systems background, 5+ years in customer support, and a passion for sustainable technology. A Bachelor's degree or equivalent experience is expected.

Qualifications

• Bachelor’s degree in IT, CS, Engineering, or related field or 4+ years of equivalent technical experience
• Experience with container orchestration (Kubernetes) and workload management (Slurm, Terraform)
• 5+ years in a customer support role, ideally cloud/storage/networking
• Understanding HPC technologies (Infiniband, RDMA, RoCE, SDN)
• Strong CLI skills in Linux and Git for collaboration
• Familiarity with AWS/Azure/GCP and public cloud concepts
• Excellent communication and prioritization of escalations
• Certifications related to cloud, HPC, or networking are valued
• Ability to mentor, train, and onboard colleagues
• Passion for sustainability and working with cutting-edge tech

Responsibilities

• Be the primary technical contact for customers to ensure success
• Provide exceptional technical support via Zendesk and meet SLAs
• Participate in 24/7 on-call rotation
• Diagnose and resolve issues with VMs, hardware, and scaling tests
• Troubleshoot, triage alerts, and support maintenance activities
• Collaborate with SRE, Networking, and Storage teams from triage to RCA
• Create onboarding materials and SOPs for knowledge sharing
• Contribute to customer success metrics and CSAT improvements

Skills

Customer success mindset

Excellent communication

Collaboration

Mentorship

Problem solving

Education

Bachelor’s degree in IT, CS, Engineering, or related field

Tools

Kubernetes

Slurm

Terraform

Grafana

Git

Linux CLI

Infiniband

RDMA

RoCE

SDN

Job description

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


• As a Customer Success 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


• 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


• Customer Support: Provide exceptional technical support to customers via Zendesk, meeting SLAs and maintaining high CSAT (95%+)


• This is a full-time position


• 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)

Benefits

• Health & wellbeing: Comprehensive health benefits designed to support your overall wellness


• Time away: Paid time off for vacations, family bonding, and unexpected needs


• 401(k) match: Build your financial future with our 401(k) matching program


• Mental wellness: Resources and support for your emotional wellbeing and navigating life’s 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 valuesEducation/Experience: Bachelor’s degree in IT, Computer Science, Engineering, or a related field, or 4+ years of equivalent technical experience

• Education/Experience: Bachelor’s degree in IT, Computer Science, Engineering, or a related field, or 4+ years of equivalent technical experience


• Cloud Technologies: Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana)


• Customer Support Experience: 5+ years of experience in a customer support role, ideally within cloud, storage, or networking environments


• HPC Knowledge: Understanding of HPC technologies such as Infiniband, RDMA, RoCE, and Software Defined Networking (SDN)


• Communication Skills: Excellent communication and customer service skills, including the ability to prioritize competing escalations


• Public Cloud Knowledge: Familiarity with other public cloud platforms (e.g., AWS, Azure, GCP)


• Linux Proficiency: Strong command-line interface (CLI) skills in Linux environments


• Version Control: Proficiency with Git for code management and collaboration


• Certifications: CKA, CKAD, CKS, KCNA, AWS Machine Learning - Specialty, Data Analytics - Specialty, Solutions Architect - Professional, Developer - Associate, NVIDIA AI Infrastructure and Operations, Generative AI and LLMs, Generative AI Multi-modal, Infiniband, Linux Foundation IT Associate, System Administrator


• Automation Skills: Experience with automation tools and scripting languages


• Cloud Expertise: Deep understanding of specific cloud platforms and services


• Problem-Solving Abilities: Demonstrated ability to analyze complex technical issues and develop effective solutions


• Collaboration and Mentorship: Proven ability to mentor, train, and onboard colleagues


• Passion for Sustainability: A strong interest in contributing to a more sustainable future through technology