Senior Customer Support Engineer (Managed Inference)

Crusoe Energy Systems; Denver (CO); Presencial; USD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

Paid time off

401(k) match

Mental wellness

Descripción de la vacante

Crusoe Cloud in Denver seeks a skilled Cloud Support Engineer to help customers leverage Crusoe Cloud’s HPC GPU compute power. You’ll be the primary technical contact, ensuring seamless usage, meeting SLAs, and delivering high CSAT scores.

You will work with SRE/Networking/Storage teams, participate in a 24/7 on-call rotation, and contribute to onboarding materials and SOPs. A strong cloud background and Linux CLI skills are essential.

Formación

• 2+ years of experience in a customer support role, ideally within cloud, storage, or networking environments
• Bachelor’s degree in IT, Computer Science, Engineering, or a related field, or 2+ years of equivalent technical experience
• Linux CLI proficiency and strong problem-solving abilities
• Experience with Zendesk or similar support platforms

Responsabilidades

• Provide exceptional technical support to customers via Zendesk, meeting SLAs and maintaining high CSAT
• Participate in a 24/7 on-call rotation to ensure timely resolution of critical issues
• Diagnose and resolve issues related to VMs, hardware failures, and scaling tests using CLI and internal tools
• Manage alert triage, prepare for maintenance windows, and conduct node delivery testing
• Collaborate with SRE, Networking, and Storage teams from triage to RCA delivery
• Develop onboarding/training materials, knowledge base documentation, and SOPs

Conocimientos

Cloud technologies

Customer success mindset

Strong communication

On-call readiness

Troubleshooting

Educación

Bachelor's degree in IT, CS, Engineering or related field / 2+ years related experience

Herramientas

Kubernetes

Slurm

Terraform

Grafana

Git

Descripción del empleo

• 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

• 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)
• 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
• Education/Experience: Bachelor’s degree in IT, Computer Science, Engineering, or a related field, or 2+ years of equivalent technical experience
• Linux Proficiency: Strong command-line interface (CLI) skills in Linux environments
• Communication Skills: Excellent communication and customer service skills, including the ability to prioritize competing escalations
• Cloud Expertise: Deep understanding of specific cloud platforms and services
• Passion for Sustainability: A strong interest in contributing to a more sustainable future through technology
• Automation Skills: Experience with automation tools and scripting languages
• Problem-Solving Abilities: Demonstrated ability to analyze complex technical issues and develop effective solutions