Sr. Cloud Support Engineer - Weekend Shift

Crusoe
San Francisco, Sunnyvale, Bellevue, Seattle, New York
Workplace: OnsiteFull timeUSD 145,000 - 175,000 annuallyFunction: Product ManagementExperience: 4+ yearsEducation: bachelorsSkills: ["Customer service","Communication","Incident response","Problem-solving","Prioritization"]

Provide customer-facing technical support for a sustainable, low-cost GPU cloud platform. Serve as the primary point of contact for incident management, triage, and resolution, coordinating with SRE, networking, and storage teams. Support customers through Zendesk while meeting SLAs and high CSAT, troubleshoot VM and hardware/scaling issues with CLI and internal tools, and contribute to alert triage, maintenance readiness, and knowledge base SOPs.

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FursaFursa
Crusoe
Crusoe
1 month ago

Sr. Cloud Support Engineer - Weekend Shift

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Provide customer-facing technical support for a sustainable, low-cost GPU cloud platform. Serve as the primary point of contact for incident management, triage, and resolution, coordinating with SRE, networking, and storage teams. Support customers through Zendesk while meeting SLAs and high CSAT, troubleshoot VM and hardware/scaling issues with CLI and internal tools, and contribute to alert triage, maintenance readiness, and knowledge base SOPs.
Location: San Francisco, Sunnyvale, Bellevue, Seattle, New York
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Provide exceptional technical customer support via Zendesk while meeting SLAs and maintaining 95%+ CSAT.
  • •Participate in a 24/7 on-call rotation and handle incident management with initial triage, communication, and procedural rigor.
  • •Troubleshoot issues related to VMs, 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 for root cause analysis (RCA) and share knowledge through onboarding materials and SOPs.

Pay and Benefits

Salary: USD 145,000 - 175,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionRsusPaid LeavePaid Parental401kHsaLearning BudgetVolunteer TimeTravel AllowanceMeal AllowanceCell Phone

Key Requirements

  • •Bachelor’s degree in IT, Computer Science, Engineering, or related field, or 4+ years of equivalent technical experience.
  • •5+ years of experience in a customer support role, ideally within cloud, storage, or networking environments.
  • •Strong Linux command-line interface (CLI) skills and proficiency with Git for code management and collaboration.
  • •Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana).
  • •Familiarity with public clouds (AWS, Azure, GCP) and HPC technologies such as Infiniband, RDMA, RoCE, and SDN; excellent communication skills for escalations.
Experience:4+ yearsCloudCustomer supportHPC
Education:Bachelor's
Skills:Customer serviceCommunicationIncident responseProblem-solvingPrioritization
Certifications:CKACKADCKSKCNAAWS Machine Learning - SpecialtyData Analytics - SpecialtySolutions Architect - ProfessionalDeveloper - AssociateNVIDIA AI Infrastructure and OperationsGenerative AI and LLMsGenerative AI Multi-modalLinux Foundation IT AssociateSystem AdministratorInfiniband
Tech Stack:ZendeskLinuxCLIGitKubernetesSlurmTerraformGrafanaAWSAzureGCPVMsInfinibandRDMARoCESoftware Defined Networking (SDN)SRE

Company Brief

Crusoe
Builds vertically integrated, energy-first AI infrastructure and purpose-built AI data centers (Crusoe Cloud), leveraging clean/stranded energy to power large-scale GPU compute for AI training and inference.
Industry: Data Centers
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Decacorn (USD 10B+)
Funding: Series E+
Headquarters: Denver, United States
Founded: 2018
Glassdoor
Glassdoor: 3.7
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