Senior Customer Support Engineer; Managed Inference Job Denver area,Colorado USA,IT/Tech

Position: Senior Customer Support Engineer (Managed Inference)

Crusoe Cloud is revolutionizing high-performance computing by offering sustainable, low-cost GPU compute power. As a Cloud Support Engineer, you’ll play a crucial role in empowering our customers to leverage this technology for groundbreaking advancements in fields like 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
This role directly impacts Crusoe’s mission by enabling our customers to accelerate their research and development, contributing to a more sustainable future. You will be involved in exciting projects, working with cutting-edge technologies and collaborating with a talented team to solve complex challenges. The ideal candidate is a highly motivated and experienced technical professional with a passion for customer success, a deep understanding of cloud technologies, and a commitment to Crusoe’s values
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)

Benefits

Health & wellbeing:
Comprehensive health benefits designed to support your overall wellness
Time away:
Paid time off for vacations, family bonding, and unexpected needs
401(k) match:
Build your financial future with our 401(k) matching program
Mental wellness:
Resources and support for your emotional wellbeing and navigating life’s challenges

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