Cloud Support Engineer, Lambda

• Have a working knowledge of Linux, preferably Ubuntu, and are eager to deepen your technical expertise
• Possess excellent written and oral communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences
• Thrive in a fast-paced environment, staying organized and effective while handling multiple customer interactions simultaneously
• Are detail-oriented and committed to accuracy in triage, escalation, and documentation
• Are a team player who values collaboration, knowledge sharing, and supporting your peers
• Bring a customer-first mindset, showing empathy and professionalism in every interaction
• Have familiarity with GPU hardware or workloads, or the desire to quickly learn how GPUs power modern ML and HPC environments
• Familiarity with datacenter hardware, including GPUs

Desirable

• At Lambda Labs, we are seeking motivated and customer-focused Cloud Support Engineer to join our frontline support team
• As a Cloud Support Engineer I, you will be the first point of contact for our customers, responsible for triaging and resolving incoming support requests
• You’ll balance fast, accurate issue identification with empathetic communication, ensuring customers feel supported while technical issues are routed or resolved efficiently
• This role is central to maintaining uptime and customer satisfaction, as you will own the first layer of technical troubleshooting and escalation
• This position is part of our 24/7 coverage model and works the one of the following schedules:
• Monday - Friday 8AM-5PM Central Time
• Monday - Friday 3PM-12AM Central Time
• Monday - Friday 11pm-8AM Central Time
• You'll be the first point of contact for all incoming technical support questions and handle all customer interactions with understanding, empathy, and transparency
• Troubleshoot surface-level OS, hardware, and Lambda Stack issues for customers, and provide guidance on the best technical solutions that suit their needs
• Accurately triage, route, and escalate tickets to the appropriate teams while minimizing reassignment and maintaining clear ownership of customer communication
• Assist with initial incident response by identifying patterns, flagging broader impacts, and supporting communication workflows during high-severity events
• Work with our technical writing team to document solutions to common problems to enable future customer self-service
• Provide actionable feedback to internal teams on technical issues our customers face and, above all, act as the customer’s advocate
• Collaborate closely with peers in a cohesive, customer-first team environment, sharing skills, knowledge, and experience