About the job
At Crusoe, our mission is to drive the progress of energy and intelligence in harmony. We are developing the crucial infrastructure that empowers a future where creativity and ambition in AI can thrive without compromising on sustainability, speed, or scale.
Join us in revolutionizing AI through sustainable technology. As a part of Crusoe, you will spearhead innovative solutions, make a real-world impact, and collaborate with a dynamic team that is at the forefront of delivering responsible and transformative cloud infrastructure.
About This Role:
In the role of Senior Cloud Support Engineer within our Tel Aviv team, you will serve as a vital technical ally for our clients, guiding them to maximize the capabilities of Crusoe’s GPU-driven infrastructure. You will engage with intricate technical challenges, work in close partnership with global engineering teams, and contribute significantly to enhancing the customer experience.
At Crusoe, we prioritize agility, embrace initiative, and empower our team members to think innovatively and act responsibly. If you have a passion for problem-solving, a knack for working with cutting-edge technologies, and the desire to be part of a mission-oriented, tight-knit team, then we welcome your application.
Key Responsibilities:
Provide exceptional, hands-on technical support via Zendesk, ensuring SLAs are met and maintaining a customer satisfaction score (CSAT) of 95% or higher.
Participate in a 24/7 support rotation to guarantee a swift response to critical issues.
Diagnose and resolve complications related to virtual machines, hardware malfunctions, and scaling tests utilizing command line and internal tools.
Oversee alert triage, support scheduled maintenance, and conduct node delivery testing.
Collaborate closely with global Site Reliability Engineering (SRE), Networking, and Storage teams from the initial triage to the root cause analysis (RCA).
Develop internal documentation, onboarding resources, and standard operating procedures (SOPs) to enhance the global support framework.
Propose and implement improvements to processes and tools to optimize our systems for efficiency and resilience.
Qualifications:
Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent experience (4+ years in a comparable technical role).
Proficient command line interface (CLI) skills and a strong familiarity with Linux environments.
Experience with Git for collaborative projects and version control.
A minimum of 5 years in technical support, particularly in cloud, storage, or networking. You possess the ability to listen, troubleshoot, and communicate effectively.
