Senior Cloud Support Engineer
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Role Overview
The Senior Cloud Support Engineer will be the primary technical support contact for customers using Crusoe Cloud.
The role supports customer research and development by helping users successfully operate high-performance GPU cloud workloads.
This is a full-time position.
Key Skills for This Role
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About Crusoe
Crusoe develops vertically integrated AI infrastructure spanning energy, manufacturing, data centers, and cloud services.
The company provides sustainable, low-cost GPU compute for AI, physics simulations, and computational biology.
About This Role
The Senior Cloud Support Engineer will be the primary technical support contact for customers using Crusoe Cloud.
The role supports customer research and development by helping users successfully operate high-performance GPU cloud workloads.
This is a full-time position.
What You Will Work On
- Provide customer support through Zendesk while meeting service-level agreements and maintaining 95% or higher customer satisfaction.
- Participate in a 24/7 on-call rotation for timely resolution of critical issues.
- Troubleshoot virtual machines, hardware failures, and scaling tests using CLI and internal tools.
- Manage alert triage, prepare for maintenance windows, and conduct node delivery testing.
- Collaborate with SRE, networking, and storage teams through triage and root cause analysis delivery.
- Follow global ticketing, collaboration, and on-call handoff processes.
- Develop onboarding materials, knowledge base documentation, and standard operating procedures.
What You Will Bring
- 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 and proficiency with Git.
- At least 5 years of customer support experience, ideally in cloud, storage, or networking environments.
- Experience with Kubernetes or similar container orchestration, Slurm or Terraform, and monitoring tools such as Grafana.
- Familiarity with AWS, Azure, or GCP.
- Excellent communication and customer service skills with the ability to prioritize competing escalations.
- Understanding of Infiniband, RDMA, RoCE, and software-defined networking.
Bonus Qualifications
- Relevant certifications may include CKA, CKAD, CKS, KCNA, AWS specialties, NVIDIA AI infrastructure certifications, or Linux Foundation credentials.
- Deep expertise in specific cloud platforms and services is advantageous.
- Automation, scripting, complex technical problem-solving, and colleague mentorship experience are advantageous.
- Interest in using technology to contribute to a more sustainable future is advantageous.
Benefits
- Benefits include competitive compensation, restricted stock units, paid time off, paid holidays, health, dental and vision insurance, HSA contributions, parental leave, and disability coverage.
- Additional benefits include professional development, tuition reimbursement, mental health support, commuter benefits, a cell phone stipend, and a 401(k) match of up to 4% of salary.
Compensation
- Compensation is $130,000 to $155,000 plus bonus.
- Restricted stock units are included in all offers.
- Salary depends on education, experience, knowledge, skills, abilities, internal equity, and market data.
About crusoe
Vertically integrated AI infrastructure and energy company.
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