Senior Cloud Support Engineer

What You’ll Be Working On

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)

What You’ll Bring to the Team

Education/Experience

• Bachelor's degree in IT, Computer Science, Engineering, or a related field, or 4+ years of equivalent technical experience

Linux Proficiency

• Strong command-line interface (CLI) skills in Linux environments

Version Control

• Proficiency with Git for code management and collaboration

Customer Support Experience

• 5+ years of experience in a customer support role, ideally within cloud, storage, or networking environments

Cloud Technologies

• Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana)

Public Cloud Knowledge

• Familiarity with other public cloud platforms (e.g., AWS, Azure, GCP)

Communication Skills

• Excellent communication and customer service skills, including the ability to prioritize competing escalations

HPC Knowledge

• Understanding of HPC technologies such as Infiniband, RDMA, RoCE, and Software Defined Networking (SDN)

Bonus Points

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

Cloud Expertise

• Deep understanding of specific cloud platforms and services

Automation Skills

• Experience with automation tools and scripting languages

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

Benefits

• Competitive compensation
• Restricted Stock Units
• Paid time off & paid holidays
• Comprehensive health, dental & vision insurance
• Employer contributions to HSA account
• Paid parental leave
• Paid life insurance, short-term and long-term disability
• Professional development & tuition reimbursement
• Mental health & wellness support
• Commuter benefits (parking & transit)
• Cell phone stipend
• 401(k) Retirement plan with company match up to 4% of salary
• Volunteer time off

Compensation

• Compensation will be paid between $125,000 and $151,000 + Bonus. Restricted Stock Units are included in all offers. Salary will be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.