SRE L1/L2 Support/Cloud Platform Ops Engineer

Bitdeer Technologies Group; San Jose (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Bitdeer Technologies Group is seeking an L1 NOC/Operations Technician to join our US GPU data centers. You will monitor GPU clusters, networks, storage, and environmental sensors, responding to alerts and executing runbooks for common incidents.

You’ll perform hardware triage, apply remediation steps, and collect diagnostics for escalation. The role requires shift work 8AM–8PM PST and precise, structured ticketing practices to train AIOps platforms.

Qualifications

• 2+ years in NOC, data center operations, or IT support role.
• Basic Linux system administration and log analysis.
• Familiarity with monitoring tools (Prometheus, Grafana, Nagios).
• Experience with ticketing systems (ServiceNow, Jira Service Management).
• Ability to perform physical data center tasks and shift work.
• Strong communication for handoffs, incidents, and escalation.
• Curiosity and attention to detail; structured ticketing practices.

Responsibilities

• Monitor GPU cluster health, network status, storage, and environmental sensors.
• Respond to alerts and execute runbooks for common incidents.
• Perform hardware triage and identify failed components from data and inspection.
• Execute remediation steps: resets, reboots, link reseats, and BMC recovery.
• Collect diagnostics data and support escalation with logs and health reports.
• Manage incident tickets from creation to resolution or escalation.
• Perform rack and stack, cabling, and on-site hardware tasks.
• Handoff notes and documentation for APAC operations and shift changes.

Skills

NOC operations

Linux administration

Communication skills

Shift work

Incident documentation

Structured data handling

Curiosity

Tools

Prometheus

Grafana

Nagios

ServiceNow

Jira Service Management

Job description

About Bitdeer Technologies Group

Bitdeer is a world-leading technology company for AI and Bitcoin mining infrastructure.

Bitdeer is committed to providing comprehensive Bitcoin mining solutions for its customers and building AI computational infrastructure to support the AI revolution. Bitdeer handles complex processes involved in computing such as equipment procurement, transport logistics, data center design and construction, equipment management, and daily operations. Bitdeer also offers advanced cloud capabilities to customers with high demand for artificial intelligence.

Headquartered in Singapore, Bitdeer has deployed data centers across multiple countries, including the United States, Norway, Bhutan, and Ethiopia. To learn more, visit https://ir.bitdeer.com/

Position Overview

You are the first human in the loop - the escalation target when the AIOps system needs a decision, and the source of ground truth that turns novel incidents into new automations.

NeoCloud is building an AI-operated GPU cloud. That doesn't mean fewer humans - it means humans focus on judgment calls the platform can't yet make, and every judgment call trains the platform to do it next time. In this L1 role you cover front-line monitoring and incident response for NeoCloud's US GPU DCs during the 8AM-8PM PST shift. You execute SOPs, elevate the hard cases, and feed the AIOps substrate the ground truth it needs to learn from novel incidents.

What you'll own

• Monitor GPU cluster health, network status, storage systems, and environmental sensors via centralized dashboards.
• Respond to alerts and execute runbooks for common incidents: GPU errors, link flaps, node failures, storage alerts.
• Perform hardware triage: identify failed GPUs, NICs, PSUs, disks, and cables from monitoring data and physical inspection.
• Execute standard remediation: GPU reset, node drain/reboot, link re-seat, BMC recovery.
• Collect diagnostic data for L2/SME escalation: logs, DCGM output, network diagnostics, hardware health reports.
• Manage incident tickets from creation through resolution or escalation (ServiceNow/Jira).
• Perform physical DC tasks: cable installation, hardware swap-outs, rack and stack, labeling (on-site roles).
• Execute structured shift handoffs at 8AM and 8PM PST with the APAC operations team.
• Maintain and update operational runbooks based on recurring issues.
• Assist with hardware deployment, firmware updates, and inventory management under SME guidance.

Feed the AIOps substrate

• Every novel incident you resolve is data the platform team needs - you tag it, describe it, and hand it back so it becomes an automation.
• Every runbook you touch should get closer to being executable by the platform, not by you.
• Your handoff notes are structured signal, not free-form email.

Why this role is different from a NOC job

• You are not the last line of defense - the platform is. You are the training signal.
• Growth path is real: strong L1s here move into SME roles, or into the platform team as automation authors.

Job Requirement:

• 2+ years in NOC, data center operations, or IT support role
• Basic Linux system administration (command line, log analysis, service management)
• Familiarity with monitoring tools (Prometheus, Grafana, Nagios, or equivalent)
• Experience with ticketing systems (ServiceNow, Jira Service Management)
• Ability to perform physical data center tasks: rack and stack, cabling, hardware replacement
• Strong communication skills for shift handoffs, incident documentation, and escalation
• Ability to work 8AM-8PM PST shift schedule (12-hour shifts with rotation)
• Curiosity following details
• Comfort with structured data - you understand that how you file a ticket matters, because it may train a model that decides how the next one is filed.

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Bitdeer is committed to providing equal employment opportunities in accordance with country, state, and local laws. Bitdeer does not discriminate against employees or applicants based on conditions such as race, color, gender identity and/or expression, sexual orientation, marital and/or parental status, religion, political opinion, nationality, ethnic background or social origin, social status, disability, age, indigenous status, and union.