Cloud Support Engineer

About the role

At Crusoe, we are dedicated to providing sustainable and cost-efficient GPU computing power tailored for high-performance computing applications. As a Cloud Support Engineer, you will play a crucial role in assisting our clients in leveraging this technology for various advanced fields, including artificial intelligence, machine learning, physics simulations, and computational biology. In this position, you will serve as the primary technical liaison, ensuring that users can effectively utilize Crusoe Cloud to meet their objectives.

Key facts

What you'll do

• Provide outstanding technical assistance to customers via Zendesk, ensuring that service level agreements are met while maintaining a customer satisfaction rate exceeding 95%.
• Engage in a 24/7 on-call rotation to swiftly address any urgent issues that may arise.
• Diagnose and resolve technical issues related to virtual machines, hardware malfunctions, and scaling tests by utilizing command-line interfaces and proprietary tools.
• Oversee alert triage, prepare for system maintenance, and conduct tests on node deliveries to ensure optimal performance.
• Collaborate closely with Site Reliability Engineering, Networking, and Storage teams, guiding issues from initial identification to thorough root cause analysis.
• Adhere to global team protocols for ticket management and on-call transitions to ensure seamless support.
• Develop onboarding documentation, training materials, knowledge base articles, and standard operating procedures to enhance team efficiency.
• Monitor system performance and recommend improvements to enhance the overall customer experience and system reliability.
• Assist in the implementation of new features and updates, providing feedback based on customer interactions.
• Engage in continuous learning to stay updated on the latest technologies and best practices in cloud computing.
• Foster strong relationships with customers, understanding their needs and providing tailored solutions to enhance their experience with Crusoe Cloud.

Requirements

• A Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline, or a minimum of 4 years of relevant technical experience.
• Proficient command-line skills in Linux environments, enabling effective troubleshooting and system management.
• Familiarity with Git for version control and collaboration on code.
• A background of 2 to 5 years in a customer support capacity, ideally within cloud computing, storage, or networking sectors.
• Experience with container orchestration platforms such as Kubernetes, workload management tools like Slurm or Terraform, and monitoring solutions like Grafana.
• Knowledge of other public cloud services, including AWS, Azure, or Google Cloud Platform (GCP).
• Strong communication skills and a customer-centric approach, with the ability to manage multiple escalations effectively.
• An understanding of High-Performance Computing technologies, including Infiniband, RDMA, RoCE, and Software Defined Networking (SDN).

Nice to have

• Relevant certifications such as CKA, CKAD, CKS, KCNA, AWS Machine Learning
• Specialty, Data Analytics
• Specialty, Solutions Architect
• Professional, Developer
• Associate, NVIDIA AI Infrastructure and Operations, and others.
• A deep understanding of specific cloud platforms and their services.
• Experience with automation tools and proficiency in scripting languages to enhance operational efficiency.
• Proven capability to analyze intricate technical challenges and devise effective solutions.
• Experience in mentoring and training team members, contributing to a collaborative work environment.
• A genuine interest in leveraging technology to promote sustainability and a greener future.

Skills & tools

• Zendesk
• Linux Command Line Interface (CLI)
• Git
• Kubernetes
• Slurm
• Terraform
• Grafana
• AWS
• Azure
• Google Cloud Platform (GCP)
• Infiniband
• RDMA
• RoCE
• Software Defined Networking (SDN)

Practical notes

Crusoe offers a competitive salary and equity packages, including Restricted Stock Units. Our benefits encompass paid time off, holiday leave, and various leave programs, alongside comprehensive health, dental, and vision insurance. We also provide HSA contributions, paid parental leave, life insurance, and both short-term and long-term disability coverage. Additional offerings include professional development opportunities, tuition reimbursement, mental health support, commuter benefits, a cell phone stipend, and a 401(k) retirement plan with a company match of up to 4%. Employees also enjoy perks such as volunteer time off, global travel insurance, emergency assistance, and a daily meal allowance. Compensation is determined based on the applicant's expertise, education, skills, internal equity, and market trends.