Cloud Support Engineer
You provide technical support to customers through Zendesk, participate in a 24/7 on-call rotation, troubleshoot virtual machine and hardware issues, manage alerts and maintenance activities, collaborate on root cause analysis, follow ticketing and handoff procedures, and create training materials, knowledge base documentation, and standard operating procedures.
Responsibilities
- Provide technical support to customers via Zendesk
- Participate in a 24/7 on-call rotation
- Diagnose and resolve virtual machine, hardware, and scaling issues
- Manage alert triage and maintenance windows
- Conduct node delivery testing
- Collaborate with SRE, Networking, and Storage teams on root cause analysis
- Follow global ticketing and on-call handoff procedures
- Develop onboarding materials, knowledge base documentation, and standard operating procedures
Requirements
- Bachelor's degree in IT, Computer Science, Engineering, or a related field, or 4+ years of equivalent technical experience
- Strong command-line interface skills in Linux environments
- Proficiency with Git
- 2-5 years of experience in a customer support role, ideally in cloud, storage, or networking environments
- Experience with Kubernetes, Slurm, Terraform, and Grafana
- Familiarity with AWS, Azure, or GCP
- Excellent communication and customer service skills
- Understanding of Infiniband, RDMA, RoCE, and Software Defined Networking
Benefits
- Restricted Stock Units
- Paid time off
- Paid holidays
- Leave of absence programs
- Comprehensive health insurance
- Dental insurance
- Vision insurance
- Employer contributions to HSA account
- Paid parental leave
- Paid life insurance
- Short-term disability insurance
- Long-term disability insurance
- Professional development
- Tuition reimbursement
- Mental health and wellness support
- Commuter benefits
- Cell phone stipend
- 401(k) retirement plan with company match up to 4% of salary
- Volunteer time off
- Global travel insurance and emergency assistance
- Daily meals allowance
- Additional location-specific perks