Senior Cloud Support Engineer - Weekend Shift
Provides technical support for Crusoe Cloud’s GPU and HPC infrastructure, handling customer issues, incident triage, troubleshooting, and on-call response. Requires strong Linux and cloud-platform skills, Kubernetes or workload-management experience, and at least five years in customer support.
About the job
Responsibilities
- Provide technical customer support via Zendesk while meeting SLAs and maintaining 95%+ CSAT.
- Participate in a 24/7 on-call rotation for critical issues.
- Lead incident triage, communication, response coordination, and customer advocacy through the incident lifecycle.
- Diagnose and resolve issues involving virtual machines, hardware failures, and scaling tests using CLI and internal tools.
- Manage alert triage, prepare maintenance windows, and conduct node delivery testing.
- Collaborate with SRE, Networking, and Storage teams through root cause analysis and delivery.
- Follow global ticketing, handoff, and on-call procedures.
- Create onboarding and training materials, knowledge-base documentation, and standard operating procedures.
Requirements
- Bachelor's degree in IT, Computer Science, Engineering, or a related field, or 4+ years of equivalent technical experience.
- Strong Linux command-line interface skills.
- Proficiency with Git.
- 5+ years of customer support experience, ideally in cloud, storage, or networking environments.
- Experience with Kubernetes, Slurm, Terraform, and Grafana.
- Familiarity with AWS, Azure, or GCP.
- Excellent communication, customer service, prioritization, and escalation-management skills.
- Understanding of HPC technologies including InfiniBand, RDMA, RoCE, and Software Defined Networking.
Nice-to-haves
- CKA, CKAD, CKS, KCNA, AWS, NVIDIA, InfiniBand, Linux Foundation, or system administration certifications.
- Deep expertise with specific cloud platforms and services.
- Experience with automation tools and scripting languages.
- Ability to analyze complex technical issues and develop effective solutions.
- Experience mentoring, training, and onboarding colleagues.
- Interest in sustainability through technology.
Compensation & Benefits
- Weekend shift schedule: Wednesday–Sunday or Saturday–Wednesday, including weekend coverage; on-site required for weekday shifts.
- Compensation includes a 10% increase for the weekend schedule.
- Compensation range: $145,000–$175,000 plus bonus.
- Restricted Stock Units and competitive equity package.
- Paid time off, paid holidays, and leave programs.
- Health, dental, and vision insurance; employer HSA contributions.
- Paid parental leave, life insurance, short- and long-term disability coverage.
- Professional development and tuition reimbursement.
- Mental health and wellness support.
- Commuter benefits, cell phone stipend, and 401(k) plan with company match up to 4% of salary.
- Volunteer time off, global travel insurance, daily meal allowance, and location-specific perks.
Skills
Linux, Git, Kubernetes, Slurm, Terraform, Grafana, AWS, Azure, GCP, InfiniBand, Rdma, Roce, Software Defined Networking, Zendesk
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