Senior Cloud Support ​​Engineer

Join Crusoe Cloud, a company revolutionizing high-performance computing with sustainable, low-cost GPU compute power. As a Senior Cloud Support Engineer, you will be the primary point of contact for technical support, ensuring customers can seamlessly utilize Crusoe Cloud to achieve their goals. 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 with comprehensive health benefits, paid time off, a 401(k) matching program, and resources for mental wellness.

• Provide exceptional technical support to customers via Zendesk, meeting SLAs and maintaining high CSAT (95%+).
• Participate in a 24/7 on-call rotation to ensure timely resolution of critical issues, and manage alert triage and maintenance.
• Work closely with SRE, Networking, and Storage teams from initial triage to root cause analysis (RCA) delivery.
• 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
• Education/Experience: Bachelor's degree in IT, Computer Science, Engineering, or a related field, or 4+ years of equivalent technical experience
• Cloud Technologies: Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana)
• Customer Support Experience: 5+ years of experience in a customer support role, ideally within cloud, storage, or networking environments
• HPC Knowledge: Understanding of HPC technologies such as Infiniband, RDMA, RoCE, and Software Defined Networking (SDN)
• 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)
• Linux Proficiency: Strong command-line interface (CLI) skills in Linux environments
• Version Control: Proficiency with Git for code management and collaboration
• 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
• Automation Skills: Experience with automation tools and scripting languages
• Cloud Expertise: Deep understanding of specific cloud platforms and services
• 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