Crusoe's mission is to accelerate the abundance of energy and intelligence.
We're crafting the engine that powers a world where people can create ambitiously with AI—without sacrificing scale, speed, or sustainability.
Be a part of the AI revolution with sustainable technology at Crusoe.
Here, you'll drive meaningful innovation, make a tangible impact, and join a team that's setting the pace for responsible, transformative cloud infrastructure.
About This role
Crusoe Cloud is revolutionizing high-performance computing by offering sustainable, low-cost GPU compute power.
As a Cloud Support Engineer, you will play a crucial role in empowering our customers to leverage this technology for groundbreaking advancements in fields such as AI/ML, physics simulations, and computational biology.
You will be the primary point of contact for technical support, ensuring our customers can seamlessly utilize Crusoe Cloud to achieve their goals.
What You'll Be Working On
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 and Maintenance: Manage alert triage, prepare for maintenance windows, and conduct node delivery testing.
Collaboration: Work closely with SRE, Networking, and Storage teams from initial triage to root cause analysis (RCA) delivery.
Global Teamwork: Adhere to global team collaboration and handoff processes for ticketing and on-call procedures.
Knowledge Sharing: Develop onboarding/training materials, knowledge base documentation, and standard operating procedures (SOPs).
What You'll Bring to the Team
Bachelor's degree in IT, Computer Science, Engineering, or related field, or 4+ years of equivalent technical experience.
Strong command-line interface (CLI) skills in Linux environments.
Proficiency with Git for code management and collaboration.
5+ years of experience in a customer support role, ideally within cloud, storage, or networking environments.
Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana).
Familiarity with other public cloud platforms (e.g., AWS, Azure, GCP).
Excellent communication and customer service skills, including the ability to prioritize competing escalations.
Understanding of HPC technologies such as Infiniband, RDMA, Ro CE, and Software Defined Networking (SDN).
Bonus Points
Certifications: CKA, CKAD, CKS, KCNA, AWS Machine Learning - Specialty, Data Analytics - Specialty, Solutions Architect - Professional, Developer - Associate, NVIDIA AI Infrastructure and Operations, Generative AI and LLMs, Generative AI Multi-modal, Infiniband, Linux Foundation IT Associate, System Administrator.
Deep understanding of specific cloud platforms and services.
Experience with automation tools and scripting languages.
Demonstrated ability to analyze complex technical issues and develop effective solutions.
Proven ability to mentor, train, and onboard colleagues.
Strong interest in contributing to a more sustainable future through technology.
Benefits
Crusoe also offers a competitive benefits package designed to support financial security, health, and overall well-being, including pension contributions, private health and dental insurance, income protection, life assurance, and more.
Compensation
Compensation will be paid as salary or hourly.
The amount will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.
Crusoe is an Equal Opportunity Employer.
Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.
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