Senior Customer Support Engineer - Managed Inference

Crusoe • San Francisco, CA

2d • $145,000 - $170,000

About The Position

Crusoe Cloud is seeking a Senior Customer Support Engineer to help customers use its high-performance, sustainable GPU compute services. The role serves as a primary technical support contact, helping customers use Crusoe Cloud for AI/ML, physics simulations, computational biology, and other demanding workloads. The position works with cutting-edge technologies and collaborates with internal technical teams to resolve complex issues and support customer success. It is a full-time position.

Requirements

• Bachelor’s degree in IT, Computer Science, Engineering, or a related field, or at least 2 years of equivalent technical experience.
• Strong command-line interface skills in Linux environments.
• Proficiency with Git for code management and collaboration.
• At least 2 years of experience in a customer support role, ideally in cloud, storage, or networking environments.
• Experience with container orchestration such as Kubernetes, workload management such as Slurm or Terraform, and monitoring tools such as Grafana.
• Familiarity with public cloud platforms such as AWS, Azure, or GCP.
• Excellent communication and customer service skills, including the ability to prioritize competing escalations.

Nice To Haves

• 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.

Responsibilities

• Provide technical support to customers through Zendesk, meet SLAs, and maintain a customer satisfaction score of 95% or higher.
• Participate in a 24/7 on-call rotation to resolve critical issues promptly.
• Diagnose and resolve issues involving virtual machines, hardware failures, and scaling tests using command-line interfaces and internal tools.
• Triage alerts, prepare for maintenance windows, and conduct node delivery testing.
• Collaborate with SRE, Networking, and Storage teams from initial triage through root cause analysis delivery.
• Follow global team collaboration and handoff processes for ticketing and on-call procedures.
• Create onboarding and training materials, knowledge base documentation, and standard operating procedures.

Benefits

• Competitive compensation and equity packages, including Restricted Stock Units.
• Paid time off, paid holidays, and leave of absence programs.
• Comprehensive health, dental, and vision insurance.
• Employer contributions to an HSA account.
• Paid parental leave.
• Paid life insurance and short-term and long-term disability coverage.
• Professional development and tuition reimbursement.
• Mental health and wellness support.
• Commuter benefits for parking and transit.
• Cell phone stipend.
• 401(k) retirement plan with company match up to 4% of salary.
• Volunteer time off.
• Global travel insurance and emergency assistance.
• Daily meals allowance.
• Additional perks and programs specific to location.

What This Job Offers

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