Senior Cloud Support Engineer (Managed Inference)

Crusoe Energy Systems; San Francisco (CA); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) match

Mental wellness resources

Job summary

Crusoe Energy Systems is seeking a Cloud Support Engineer in San Francisco to empower customers to leverage Crusoe Cloud for AI/ML, physics simulations, and computational biology. You will be the primary tech contact, ensuring seamless cloud operations and high customer satisfaction.

You will troubleshoot VMs, hardware issues, and scaling tests using CLI and internal tools, participate in on-call rotations, and collaborate with SRE, Networking, and Storage teams to deliver root cause analyses

Qualifications

• 2+ years in a customer support role, preferably in cloud, storage, or networking environments.
• Proficiency with Git and container orchestration (Kubernetes).
• Experience with monitoring tools (Grafana) and infrastructure as code (Terraform).
• Strong Linux CLI skills and knowledge of public cloud platforms (AWS/Azure/GCP).
• Excellent communication and ability to prioritize escalations.
• Bachelor’s degree in IT/CS/Engineering or 2+ years of equivalent technical experience.

Responsibilities

• Provide exceptional technical support to customers via Zendesk, meeting SLAs and maintaining high CSAT (95%+).
• Participate in a 24/7 on-call rotation to resolve critical issues.
• Troubleshoot VM/hardware issues and scaling tests using CLI and internal tools.
• Manage alert triage, schedule maintenance windows, and perform node delivery testing.
• Collaborate with SRE, Networking, and Storage teams from triage to RCA delivery.
• Adhere to global team processes for ticketing and on-call procedures.
• Develop onboarding/training materials, knowledge base, and SOPs.

Skills

Git proficiency

Customer support

Cloud technologies

Linux CLI

Communication skills

Problem solving

Automation scripting

Sustainability passion

Education

Bachelor’s degree in IT/CS/Engineering or 2+ years related experience

Tools

Kubernetes

Terraform

Grafana

Git

Slurm

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. 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: 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

• Version Control: Proficiency with Git for code management and collaboration
• Customer Support Experience: 2+ 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)
• Communication Skills: Excellent communication and customer service skills, including the ability to prioritize competing escalations
• Education/Experience: Bachelor’s degree in IT, Computer Science, Engineering, or a related field, or 2+ years of equivalent technical experience
• 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
• 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