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

• 2-5 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 and equity packages
• Restricted Stock Units
• Paid time off, paid holidays & leave of absence programs
• 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
• Global travel insurance & emergency assistance
• Daily meals allowance
• Additional perks & programs specific to location

Compensation Range Compensation will be paid in the range of up to $125,000 - $145,000 + Bonus. Restricted Stock Units are included in all offers. Compensation to be determined by the applicant's knowledge, education, and abilities, as well as internal equity and alignment with market data.