Senior Cloud Support Engineer

Position Overview

Crusoe’s mission is to accelerate the abundance of energy and intelligence. At Crusoe Cloud, we’re driving the AI revolution with sustainable, low-cost GPU compute power. As a Senior Cloud Support Engineer, you will be the primary point of contact for technical support—empowering customers to leverage cutting-edge technology for advancements in AI/ML, physics simulations, and computational biology while contributing to a more sustainable future. This full-time role is a unique opportunity to drive meaningful innovation and work on complex challenges alongside a talented team.

Key Responsibilities

• Customer Support:Provide exceptional technical support to customers via Zendesk, meeting SLAs and maintaining high CSAT (95%+).
• On-Call Rotation:Participate in a 24/7 on-call rotation to ensure timely resolution of critical issues.
• Troubleshooting:Diagnose and resolve issues related to VMs, hardware failures, and scaling tests using CLI and internal tools.
• Alert Triage & Maintenance:Manage alert triage, plan for maintenance windows, and conduct node delivery testing.
• Collaboration:Work closely with SRE, Networking, and Storage teams from initial triage through root cause analysis (RCA) delivery.
• Global Teamwork:Adhere to global collaboration and handoff processes for ticketing and on-call procedures.
• Knowledge Sharing:Develop onboarding materials, knowledge base documentation, and standard operating procedures (SOPs).

Required Qualifications

• Education/Experience:Bachelor’s degree in IT, Computer Science, Engineering or 4+ years of equivalent technical experience.
• Linux Proficiency:Strong command-line skills in Linux environments.
• Version Control:Proficiency with Git for code management and collaboration.
• Customer Support Experience:5+ years in customer support, ideally within cloud, storage, or networking environments.
• 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 platforms such as AWS, Azure, or GCP.
• Communication Skills:Excellent communication and customer service skills with the ability to prioritize competing escalations.
• HPC Knowledge:Understanding of HPC technologies including Infiniband, RDMA, RoCE, and SDN.

Preferred Qualifications

• Certifications:CKA, CKAD, CKS, KCNA, AWS Machine Learning – Specialty, Data Analytics – Specialty, Solutions Architect – Professional, Developer – Associate, NVIDIA AI Infrastructure and Operations, among others.
• Cloud Expertise:Deep understanding of specific cloud platforms and services.
• Automation Skills:Experience with automation tools and scripting languages.
• Problem-Solving:Proven ability to analyze complex technical issues and develop effective solutions.
• Collaboration & Mentorship:Demonstrated skill in mentoring, training, and onboarding colleagues.
• Passion for Sustainability:A strong interest in contributing to a more sustainable future through technology.

Benefits & Perks

• Industry competitive pay
• Restricted Stock Units in a fast-growing, well-funded technology company
• Health insurance options including HDHP and PPO plans, plus vision and dental coverage for you and your dependents
• Employer contributions to HSA accounts
• Paid Parental Leave
• Paid life insurance and short-term/long-term disability
• Teladoc services
• 401(k) with a 100% match up to 4% of salary
• Generous paid time off and holiday schedule
• Cell phone reimbursement
• Tuition reimbursement
• Subscription to the Calm app
• MetLife Legal services
• Company-paid commuter benefit of $200 per pay period

Compensation

Compensation will be paid between $125,000 and $151,000 + Bonus.Restricted Stock Unitsare included in all offers. Salary will be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and market alignment.