Senior Cloud Support Engineer, Crusoe Energy Systems

• The ideal candidate is a highly motivated and experienced technical professional with a passion for customer success, a deep understanding of cloud technologies, and a commitment to Crusoe's values
• 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)

Desirable

• Crusoe Cloud is revolutionizing high-performance computing by offering sustainable, low-cost GPU compute power
• As a Senior Cloud Support Engineer, you'll play a crucial role in empowering our customers to leverage this technology for groundbreaking advancements in fields like AI/ML, physics simulations, and computational biology
• You will be the primary point of contact for technical support, ensuring our customers can seamlessly utilize Crusoe Cloud to achieve their goals
• This role directly impacts Crusoe's mission by enabling our customers to accelerate their research and development, contributing to a more sustainable future
• You will be involved in exciting projects, working with cutting-edge technologies and collaborating with a talented team to solve complex challenges
• 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)