Senior Cloud Support Engineer
You will serve as the primary technical support contact for customers using GPU-powered cloud infrastructure. You will provide Zendesk support, participate in a 24/7 on-call rotation, troubleshoot virtual machine, hardware, and scaling issues, manage alert triage and maintenance activities, conduct node delivery testing, collaborate with SRE, networking, and storage teams through root cause analysis, follow global handoff procedures, and create training, knowledge base, and standard operating procedure materials.
Responsibilities
- Provide technical support through Zendesk
- Meet service-level agreements and maintain customer satisfaction above 95%
- Participate in a 24/7 on-call rotation
- Diagnose and resolve virtual machine, hardware, and scaling issues
- Manage alert triage and prepare for maintenance windows
- Conduct node delivery testing
- Collaborate with SRE, networking, and storage teams through root cause analysis
- Follow global ticketing and on-call handoff procedures
- Develop onboarding, training, knowledge base, and standard operating procedure materials
Requirements
- Bachelor’s degree in IT, Computer Science, Engineering, or a related field, or 4+ years of equivalent technical experience
- Strong CLI skills in Linux environments
- Git proficiency
- 5+ years of customer support experience in cloud, storage, or networking
- Experience with Kubernetes, Slurm, Terraform, and Grafana
- Familiarity with AWS, Azure, or GCP
- Customer service and communication skills
- Ability to prioritize competing escalations
- Understanding of Infiniband, RDMA, RoCE, and SDN
- Automation or scripting experience
Benefits
- Restricted Stock Units
- Paid time off
- Paid holidays
- Health insurance
- Dental insurance
- Vision insurance
- Employer HSA contributions
- Paid parental leave
- Paid life insurance
- Short-term disability insurance
- Long-term disability insurance
- Professional development
- Tuition reimbursement
- Mental health support
- Wellness support
- Commuter benefits
- Cell phone stipend
- 401(k) retirement plan with company match up to 4% of salary
- Volunteer time off