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

• $145,000 – $175,000 + Bonus
• Restricted Stock Units included in all offers