Customer Success Engineer II

Shadeform•Charlotte, NC

About The Position

We're hiring a Customer Success Engineer II to help customers successfully use and scale AI infrastructure on Shadeform. As a technical point of contact, you'll investigate and resolve infrastructure, hardware, and platform issues, coordinating with internal teams and providers to tackle complex challenges and ensure customers get timely, effective support. You'll communicate clearly throughout the resolution process, maintain documentation that improves operational efficiency, and identify opportunities to enhance the customer experience. Success means consistently delivering high-quality support, meeting customer success objectives, and helping customers reliably access the infrastructure they depend on.

Requirements

2+ years in a customer-facing technical role (Customer Success Engineering, Technical Support, Solutions Engineering, or similar), ideally supporting infrastructure or cloud products.
Strong Linux fundamentals: comfortable navigating the command line, reading logs, diagnosing networking and hardware issues, and troubleshooting performance problems.
Proven ability to manage multiple issues and deployments in parallel without dropping details or missing timelines.
Excellent written and verbal communication, with a track record of explaining technical concepts clearly to both technical and non-technical audiences.
A customer-first mindset paired with the judgment to know when to escalate, when to dig deeper, and when to loop in providers or internal teams.
Comfort working in a fast-moving environment where priorities shift and processes are still being built.

Nice To Haves

Working knowledge of cloud and/or GPU infrastructure (compute, networking, storage); familiarity with GPU servers, drivers, or ML workloads is a strong plus.
Experience with provisioning/deployment workflows, scripting (Bash/Python), networking concepts (InfiniBand/RoCE, subnets), or working directly with infrastructure vendors.

Responsibilities

Investigate, troubleshoot, and resolve customer-reported issues across infrastructure, platform, hardware, and Linux, coordinating with providers as needed.
Manage server provisioning, deployments, and delivery timelines by coordinating across infrastructure providers and internal teams.
Communicate proactively with customers throughout issue resolution and deployment, providing clear updates and setting expectations.
Create and maintain documentation, troubleshooting guides, and operational playbooks that improve internal efficiency and the customer experience.
Monitor recurring issues, identify root causes, and partner with engineering and product teams to drive fixes that improve reliability.
Serve as a technical advocate for customers, surfacing trends and product feedback that shape continuous improvement.
Consistently meet service levels, support KPIs, and customer success objectives while adapting to evolving team priorities.