Cloud Support Engineer
$125,000–$145,000 year
On-siteSunnyvale, California, United States
Job Summary
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 initial triage to root cause analysis delivery. Develop onboarding/training materials, knowledge base documentation, and standard operating procedures. This role directly impacts Crusoe's mission by enabling customers to accelerate research and development in AI/ML, physics simulations, and computational biology.
Required Qualifications
- Bachelor's degree in IT, Computer Science, Engineering, or a related field, or 4+ years of equivalent technical experience
- Strong command-line interface (CLI) skills in Linux environments
- Proficiency with Git for code management and collaboration
- 2-5 years of experience in a customer support role, ideally within cloud, storage, or networking environments
- Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana)
- Familiarity with other public cloud platforms (e.g., AWS, Azure, GCP)
- Excellent communication and customer service skills, including the ability to prioritize competing escalations
- Understanding of HPC technologies such as Infiniband, RDMA, RoCE, and Software Defined Networking (SDN)
- Must be able to participate in a 24/7 on-call rotation
- Must be able to meet SLAs and maintain high CSAT (95%+)
Desired Qualifications
- 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
- Deep understanding of specific cloud platforms and services
- Experience with automation tools and scripting languages
- Demonstrated ability to analyze complex technical issues and develop effective solutions
- Proven ability to mentor, train, and onboard colleagues
- A strong interest in contributing to a more sustainable future through technology
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