Senior Cloud Support Engineer - Weekend Shift
You will provide technical customer support through Zendesk, participate in on-call rotations, manage incidents, troubleshoot virtual machines and hardware failures, triage alerts, prepare maintenance windows, collaborate on root-cause analysis, and create training and knowledge-base materials.
Responsibilities
- Provide technical customer support through Zendesk
- Meet service-level agreements and maintain high customer satisfaction
- Participate in a 24/7 on-call rotation
- Manage incident triage, communication, and response
- Diagnose and resolve virtual machine, hardware, and scaling-test issues
- Manage alert triage
- Prepare for maintenance windows
- Conduct node delivery testing
- Collaborate with SRE, Networking, and Storage teams on root-cause analysis
- Follow global ticketing and on-call handoff processes
- 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 Linux command-line interface skills
- Proficiency with Git
- 5+ years of experience in customer support, 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
- Experience with automation tools and scripting languages
Benefits
- Competitive compensation and equity packages
- Restricted Stock Units
- Paid time off
- Paid holidays and leave of absence programs
- Comprehensive health, dental and vision insurance
- Employer HSA contributions
- Paid parental leave
- Paid life insurance
- Short-term and long-term disability insurance
- Professional development and 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
- Location-specific perks and programs