Senior Cloud Support Engineer - Weekend Shift
You provide technical customer support through Zendesk, meet service-level agreements, and maintain high customer satisfaction. You participate in a 24/7 on-call rotation, lead incident triage and communication, troubleshoot virtual machines and hardware failures, manage alerts and maintenance testing, collaborate on root-cause investigations, and create training materials, documentation, and standard operating procedures.
Responsibilities
- Provide technical support through Zendesk
- Participate in a 24/7 on-call rotation
- Lead incident triage and response communication
- Diagnose and resolve virtual machine, hardware, and scaling issues
- Manage alert triage and maintenance preparation
- Conduct node delivery testing
- Collaborate with SRE, Networking, and Storage teams on root-cause analysis
- Follow 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 command-line interface skills in Linux environments
- Proficiency with Git
- 5+ years of customer support experience, 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 HSA contributions
- 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
- Emergency assistance
- Daily meals allowance