Cloud Support Engineer

Crusoe Cloud is revolutionizing high-performance computing by offering sustainable, low-cost GPU compute power As a Senior 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 This is a full-time position 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 If you want to do the most meaningful work of your career, help our customers and partners advance their AI strategies, and be part of a high-performing team that believes in each other, come build with us at Crusoe 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 Qualifications HPC Knowledge: Understanding of HPC technologies such as Infiniband, RDMA, RoCE, and Software Defined Networking (SDN) Cloud Technologies: Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana) Customer Support Experience: 2-5 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 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) Education/Experience: Bachelor’s degree in IT, Computer Science, Engineering, or a related field, or 4+ years of equivalent technical experience 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 #J-18808-Ljbffr