About This role
Crusoe Cloud is revolutionizing high-performance computing by offering sustainable, low-cost GPU compute power. As a 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. 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. This is a full-time position.
What You’ll Be Working On
Weekend Shift Schedule: Wednesday – Sunday, or Saturday – Wednesday (5-day work week, includes weekend coverage). On-site required for weekday shifts. Compensation reflects a 10% increase for this schedule.
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.
Incident Management: Primary point of contact for incident management, focusing on initial triage, communication, and procedural rigor throughout the incident lifecycle. You'll lead response efforts, ensuring clear communication with both technical and non-technical stakeholders and acting as a customer advocate to minimize disruption.
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 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 $135,000 - $165,000 + 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.
Crusoe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/ orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.
