Customer Support Engineer II

Role description

Role Overview

Crusoe is revolutionizing high-performance computing by offering sustainable, low-cost GPU compute power. As a Cloud Support Engineer, you'll play a crucial role in empowering our customers to leverage this technology for groundbreaking advancements in fields like AI/ML, physics simulations, and computational biology.

What You Will Do

Provide exceptional technical support to customers via Zendesk, meeting SLAs and maintaining high CSAT (95%+). Participate in a 24/7 on-call rotation to ensure timely resolution of critical issues. Diagnose and resolve issues related to VMs, hardware failures, and scaling tests using CLI and internal tools.

Why It Might Be a Fit

The ideal candidate is a highly motivated and experienced technical professional with a passion for customer success, a deep understanding of cloud technologies, and a commitment to Crusoe's values.

Requirements

• Bachelor's degree in IT, Computer Science, Engineering, or a related field, or 2+ years of equivalent technical experience
• Linux Proficiency: Strong command-line interface (CLI) skills in Linux environments
• Version Control: Proficiency with Git for code management and collaboration
• Customer Support Experience: 2+ years of experience in a customer support role, ideally within cloud, storage, or networking environments
• Cloud Technologies: Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana)
• Public Cloud Knowledge: Familiarity with other public cloud platforms (e.g., AWS, Azure, GCP)
• Communication Skills: Excellent communication and customer service skills, including the ability to prioritize competing escalations

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
• Volunteer time off
• Global travel insurance & emergency assistance
• Daily meals allowance
• Additional perks & programs specific to location