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Senior Customer Support Engineer (Managed Inference)

Crusoe Energy Systems

Skills

Required

  • customer service
  • cloud / storage / networking environments
  • container orchestration
  • Kubernetes
  • Slurm
  • Terraform
  • monitoring tools
  • Grafana
  • public cloud platforms
  • AWS
  • Azure
  • GCP
  • Version Control
  • Git

Preferred

  • meeting SLAs
  • VMs
  • hardware

Join Crusoe Cloud, a company revolutionizing high-performance computing with sustainable, low-cost GPU compute power. As a Senior Customer Support Engineer, you will provide exceptional technical support to customers, participate in a 24/7 on-call rotation, troubleshoot issues, manage alert triage and maintenance, collaborate with various teams, and develop onboarding/training materials. This role directly impacts Crusoe's mission of accelerating research and development for a more sustainable future.

Responsibilities

  • Provide exceptional technical support to customers via Zendesk, meeting SLAs and maintaining high CSAT (95%+).
  • Participate in a 24/7 on-call rotation to ensure timely resolution of critical issues, and diagnose and resolve issues related to VMs, hardware failures, and scaling tests.
  • Work closely with SRE, Networking, and Storage teams from initial triage to root cause analysis (RCA) delivery, and develop onboarding/training materials, knowledge base documentation, and standard operating procedures (SOPs).

Requirements

  • Cloud Technologies: Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana)
  • Public Cloud Knowledge: Familiarity with other public cloud platforms (e.g., AWS, Azure, GCP)
  • Version Control: Proficiency with Git for code management and collaboration
  • Customer Support Experience: 2+ years of experience in a customer support role, ideally within cloud, storage, or networking environments
  • Education/Experience: Bachelor's degree in IT, Computer Science, Engineering, or a related field, or 2+ years of equivalent technical experience
  • Linux Proficiency: Strong command-line interface (CLI) skills in Linux environments
  • Communication Skills: Excellent communication and customer service skills, including the ability to prioritize competing escalations
  • Cloud Expertise: Deep understanding of specific cloud platforms and services
  • Passion for Sustainability: A strong interest in contributing to a more sustainable future through technology
  • Automation Skills: Experience with automation tools and scripting languages
  • Problem-Solving Abilities: Demonstrated ability to analyze complex technical issues and develop effective solutions

Pay

USD 125,000 - 150,000

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