Cloud Support Engineer

Crusoe; Dallas (TX); On-site; USD 105,000 - 125,000; Full time

Benefits offered by this job

Competitive compensation

Restricted Stock Units

Paid time off

Health insurance

HSA contributions

Parental leave

Life insurance

Disability coverage

Professional development

Daily meals allowance

401(k) match

Volunteer time off

Travel insurance

Commuter benefits

Cell phone stipend

Job summary

Crusoe Cloud is revolutionizing high‑performance computing with sustainable, low‑cost GPU power. As a Senior Cloud Support Engineer, you will be the primary contact for technical support, helping customers leverage Crusoe Cloud to accelerate AI research and development while ensuring reliability and performance.

You will work with cutting‑edge tech, engage with SRE and Networking teams, and contribute to onboarding, knowledge sharing, and process improvements in a fast‑growing environment.

Qualifications

• Bachelor's degree or 4+ years of equivalent technical experience.
• Strong CLI in Linux environments.
• Git proficiency.
• 2-5 years of customer support in cloud, storage, or networking environments.
• Experience with container orchestration Kubernetes, workload management Slurm, Terraform, and monitoring Grafana.
• Familiarity with AWS, Azure, GCP.
• Excellent communication and customer service skills.
• Understanding HPC technologies Infiniband, RDMA, RoCE, and SDN.

Responsibilities

• Provide exceptional technical support to customers via Zendesk with SLAs and high CSAT.
• Join a 24/7 on-call rotation for critical issues.
• Diagnose and resolve VM/hardware issues and scaling tests via CLI and internal tools.
• Manage alert triage and maintenance windows; perform node delivery testing.
• Collaborate with SRE, Networking, and Storage teams from triage to RCA.
• Follow global team processes for ticketing and on-call handoffs.
• Create onboarding materials, knowledge base content, and SOPs.

Skills

Linux CLI

Git

Kubernetes

Slurm

Terraform

Grafana

AWS

Azure

GCP

Communication skills

HPC knowledge

Infiniband

RDMA

RoCE

SDN

Education

Bachelor's degree in IT, Computer Science, Engineering, or related field

Tools

Kubernetes

Slurm

Terraform

Grafana

Job description

Crusoe is on a mission to accelerate the abundance of energy and intelligence. As the only vertically integrated AI infrastructure company built from the ground up, we own and operate each layer of the stack — from electrons to tokens — to power the world’s most ambitious AI workloads. When you join Crusoe, you join a team that is building the future, faster.

We’re in the midst of the greatest industrial revolution of our time. The demand for AI compute is boundless, and power is a bottleneck. We’re solving that — with an energy‑first approach that makes AI infrastructure better for the world and faster for the people innovating with AI.

We’re looking for problem‑solving, opportunity‑finding teammates with a sense of urgency, who believe in the scale of our ambition and thrive on a path not fully paved — people who want to grow their careers alongside a team of experts across energy, manufacturing, data center construction, and cloud services.

If you want to do the most meaningful work of your career, help our customers and partners advance their AI strategies, and be part of a high‑performing team that believes in each other, come build with us at Crusoe.

About This Role

Crusoe Cloud is revolutionizing high‑performance computing by offering sustainable, low‑cost GPU compute power. As a Senior Cloud Support 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. This is a full‑time position.

What You’ll Be Working On

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

What You’ll Bring to the Team

• Education/Experience: Bachelor's degree in IT, Computer Science, Engineering, or a related field, or 4+ years of equivalent technical experience.
• Linux Proficiency: Strong command‑line interface (CLI) skills in Linux environments.
• Version Control: Proficiency with Git for code management and collaboration.
• Customer Support Experience: 2-5 years of experience in a customer support role, ideally within cloud, storage, or networking environments.
• Cloud Technologies: Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana).
• Public Cloud Knowledge: Familiarity with other public cloud platforms (e.g., AWS, Azure, GCP).
• Communication Skills: Excellent communication and customer service skills, including the ability to prioritize competing escalations.
• HPC Knowledge: Understanding of HPC technologies such as Infiniband, RDMA, RoCE, and Software Defined Networking (SDN).

Bonus Points

• 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.
• Cloud Expertise: Deep understanding of specific cloud platforms and services.
• Automation Skills: Experience with automation tools and scripting languages.
• 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.

Benefits

• Competitive compensation and equity packages
• Restricted Stock Units
• Paid time off, paid holidays & leave of absence programs
• 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
• Global travel insurance & emergency assistance
• Daily meals allowance
• Additional perks & programs specific to location

Compensation Range

Compensation will be paid in the range of up to $105,000 - $125,000 + Bonus. Restricted Stock Units are included in all offers. Compensation to be determined by the applicant’s knowledge, education, and abilities, as well as internal equity and alignment with market data.

Crusoe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/ orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.