Cloud Support Engineer I (Support Response) - Weekend Shift

Lambda

78d

About The Position

At Lambda Labs, we are seeking motivated and customer-focused Cloud Support Engineer to join our frontline support team. As a Cloud Support Engineer I, you will be the first point of contact for our customers, responsible for triaging and resolving incoming support requests. You’ll balance fast, accurate issue identification with empathetic communication, ensuring customers feel supported while technical issues are routed or resolved efficiently. This role is central to maintaining uptime and customer satisfaction, as you will own the first layer of technical troubleshooting and escalation. This position is part of our 24/7 coverage model and works the following schedule: If hired outside California: Sunday - Wednesday, 8AM-6PM Central Time. If hired in California: Sunday - Thursday, 7AM-4PM Pacific Time.

Requirements

• Have a working knowledge of Linux, preferably Ubuntu, and are eager to deepen your technical expertise.
• Possess excellent written and oral communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
• Thrive in a fast-paced environment, staying organized and effective while handling multiple customer interactions simultaneously.
• Are detail-oriented and committed to accuracy in triage, escalation, and documentation.
• Are a team player who values collaboration, knowledge sharing, and supporting your peers.
• Bring a customer-first mindset, showing empathy and professionalism in every interaction.
• Have familiarity with GPU hardware or workloads, or the desire to quickly learn how GPUs power modern ML and HPC environments.

Nice To Haves

• Professional Linux administration experience in bare-metal, virtualized, and/or cloud environments.
• Familiarity with private or hybrid cloud platforms such as Azure, AWS, and/or OCI.
• Experience with monitoring, alerting, or observability tools for enterprise or cloud environments.
• Shell and Python scripting proficiency.
• Familiarity with datacenter hardware, including GPUs.
• Experience with ticketing systems such as Zendesk, Jira, or ServiceNow.
• Prior exposure to 24/7 support operations or participation in on-call rotations.

Responsibilities

• Be the first point of contact for all incoming technical support questions and handle all customer interactions with understanding, empathy, and transparency.
• Troubleshoot surface-level OS, hardware, and Lambda Stack issues for customers, and provide guidance on the best technical solutions that suit their needs.
• Accurately triage, route, and escalate tickets to the appropriate teams while minimizing reassignment and maintaining clear ownership of customer communication.
• Assist with initial incident response by identifying patterns, flagging broader impacts, and supporting communication workflows during high-severity events.
• Work with our technical writing team to document solutions to common problems to enable future customer self-service.
• Provide actionable feedback to internal teams on technical issues our customers face and, above all, act as the customer’s advocate.
• Collaborate closely with peers in a cohesive, customer-first team environment, sharing skills, knowledge, and experience.

Benefits

• Health, dental, and vision coverage for you and your dependents.
• Wellness and Commuter stipends for select roles.
• 401k Plan with 2% company match (USA employees).
• Flexible Paid Time Off Plan that we all actually use.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level