Cloud Support Engineer ll

The role

You will provide technical support to customers using Zendesk to help them utilize Crusoe Cloud for AI/ML, physics simulations, and computational biology. You will troubleshoot VMs, hardware failures, and scaling tests while collaborating with SRE, Networking, and Storage teams.

What you will do

• Provide technical support to customers via Zendesk
• Participate in a 24/7 on-call rotation
• Diagnose and resolve 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
• Work with SRE, Networking, and Storage teams from triage to root cause analysis delivery
• Adhere to global team collaboration and handoff processes
• Develop onboarding/training materials, knowledge base documentation, and standard operating procedures

Required qualifications

• Bachelor's degree in IT, Computer Science, Engineering, or a related field, or 2+ years of equivalent technical experience
• Strong command-line interface (CLI) skills in Linux environments
• Proficiency with Git
• 2+ 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

Nice to have

• 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
• Strong interest in contributing to a more sustainable future through technology

Benefits

• Competitive compensation and equity packages
• Restricted Stock Units
• Paid time off, paid holidays & leave of absence programs
• Comprehensive health, dental & vision insurance
• Employer contributions to HSA account
• Paid parental leave
• Paid life insurance, short-term and long-term disability
• Professional development & tuition reimbursement
• Mental health & wellness support
• Commuter benefits (parking & transit)
• Cell phone stipend
• 401(k) Retirement plan with company match up to 4% of salary

About the company

Crusoe is a vertically integrated AI infrastructure company that owns and operates each layer of the stack to power AI workloads. The company uses an energy-first approach to provide sustainable, low-cost GPU compute power.