Customer Support Engineer

Crusoe Energy Systems; New York (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Paid time off

Mental wellness

Job summary

Crusoe Energy Systems is seeking a Cloud Support Engineer to empower customers to leverage Crusoe Cloud for AI/ML, physics simulations, and biology workloads. You will be the primary technical contact, ensuring seamless support and high CSAT while aligning with Crusoe's mission for sustainable computing.

Responsibilities include troubleshooting VMs and hardware, participating in a 24/7 on-call rotation, and collaborating with SRE/Networking/Storage teams.

Qualifications

• 2+ years of customer support experience in cloud/storage or networking
• Bachelor’s degree in IT/CS/Engineering or 2+ years equivalent technical experience
• Strong Linux CLI skills
• Familiarity with public cloud platforms (AWS/Azure/GCP)
• Experience with container orchestration (Kubernetes)
• Workload management tools (Slurm/Terraform)
• Git for version control
• Excellent communication and customer service skills
• Ability to prioritize competing escalations
• Willingness to participate in 24/7 on-call rotation
• Interest in sustainability and tech for good

Responsibilities

• Provide exceptional technical support to Crusoe Cloud customers via Zendesk and meet SLAs/CSAT targets
• Participate in a 24/7 on-call rotation for critical issue resolution
• Troubleshoot issues related to VMs, hardware failures, and scaling tests using CLI and internal tools
• Manage alert triage, prep for maintenance windows, and conduct node delivery testing
• Collaborate with SRE, Networking, and Storage teams from triage to RCA delivery
• Adhere to global team collaboration and handoff processes for tickets and on-call procedures
• Develop onboarding/training materials, knowledge base docs, and SOPs

Skills

Customer support

Linux CLI

Public cloud

Kubernetes

Grafana

Git

Problem solving

Communication

On-call readiness

Education

Bachelor’s degree in IT/CS/Engineering

2+ years equivalent technical experience

Tools

Kubernetes

Slurm

Terraform

Job description

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

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

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

• 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 values
• Customer Support Experience: 2+ years of experience in a customer support role, ideally within cloud, storage, or networking environments
• Linux Proficiency: Strong command-line interface (CLI) skills in Linux environments
• Education/Experience: Bachelor’s degree in IT, Computer Science, Engineering, or a related field, or 2+ years of equivalent technical experience
• 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)
• Cloud Technologies: Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana)
• Version Control: Proficiency with Git for code management and collaboration
• 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
• Passion for Sustainability: A strong interest in contributing to a more sustainable future through technology