L3 Escalation Support Engineer (Cloud Infrastructure / HPC)

DADACONSULTANTS PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

DADACONSULTANTS PTE. LTD. is seeking an experienced Infrastructure Engineer to own the most complex customer escalations and platform incidents. You will bridge front-line support with Engineering/SRE to drive permanent improvements for a cloud platform serving AI and HPC workloads.

Requirements include 5+ years in cloud infrastructure, strong Linux/networking skills, and a proven incident-resolution track record. On-call rotation and cross-functional collaboration are essential.

Qualifications

• 5+ years of hands-on experience in cloud infrastructure support or SRE-adjacent roles.
• Strong Linux, networking, and incident-management skills.
• Experience resolving complex production incidents and root-cause analysis is required.

Responsibilities

• Own complex, escalated customer issues and platform incidents end-to-end.
• Lead deep-dive troubleshooting across GPU compute, networking/SDN, storage, and billing systems.
• Coordinate with SRE, Compute and R&D teams to implement permanent fixes.
• Lead incident response and post-incident reviews to improve runbooks and monitoring.
• Mentor junior engineers and participate in on-call escalation rotations.
• Collaborate with engineering and product teams to feed learnings into the platform roadmap.

Skills

Linux

Cloud infrastructure

SRE practices

On-call readiness

Job description

About the Role

Our client is a world-leading technology company operating at the intersection of high-performance computing, Bitcoin mining, and AI cloud services, with a globally distributed infrastructure footprint spanning multiple continents and a multi-gigawatt energy portfolio. Headquartered in Singapore, they are scaling rapidly and investing heavily in next-generation datacenter and cloud capabilities. This role sits at the deepest technical tier of the operations centre, owning the most complex customer escalations and platform incidents as the critical bridge between front-line support and Engineering/SRE teams. It is an exceptional opportunity for a seasoned infrastructure engineer to drive permanent, systemic improvements rather than just resolving individual tickets. You will directly shape the reliability and quality of a cloud platform serving high-demand AI and HPC workloads.

Key Responsibilities

• Own complex, escalated customer issues and platform incidents end-to-end, driving each case through to full resolution
• Conduct deep-dive troubleshooting across GPU compute , networking/SDN, storage, drivers, control plane, and billing systems
• Serve as the primary liaison to SRE, Compute, and R&D teams - leading root-cause analysis and ensuring permanent fixes are implemented
• Lead and support incident response and post-incident reviews, translating findings into improved runbooks and monitoring enhancements
• Identify recurring escalation patterns and convert them into lasting platform or process improvements
• Mentor L1 and L2 support engineers, raising escalation quality and expanding the team knowledge base
• Participate in an on-call escalation rotation, providing incident leadership during critical platform events
• Collaborate cross-functionally with engineering and product teams to feed operational learnings back into the platform roadmap

Requirements

• Minimum 5 years of hands-on experience in cloud infrastructure technical support, escalation engineering, or SRE-adjacent roles
• Strong practical proficiency in Linux, networking, and cloud infrastructure; experience with GPU/CUDA/HPC environments (is a bonus)
• Demonstrated track record of resolving complex production incidents and conducting thorough root-cause analysis
• Excellent written English communication skills, with the ability to work effectively across technical and non-technical stakeholders
• Comfortable with on-call responsibilities and experienced in taking ownership during high-pressure incident scenarios
• Familiarity with SDN, distributed storage systems, or control plane architecture (is a bonus)