Customer Support Engineer

Join Crusoe Cloud, a company revolutionizing high-performance computing with sustainable, low-cost GPU compute power. As a Customer Support Engineer, you will be the primary point of contact for technical support, helping customers leverage our technology for groundbreaking advancements in various fields. You will be involved in exciting projects, working with cutting-edge technologies, and collaborating with a talented team.

• 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, and diagnose and resolve issues related to VMs, hardware failures, and scaling tests.
• Work closely with SRE, Networking, and Storage teams from initial triage to root cause analysis (RCA) delivery, and develop onboarding/training materials, knowledge base documentation, and standard operating procedures (SOPs).

• We're looking for problem-solving, opportunity-finding teammates with a sense of urgency, who believe in the scale of our ambition and thrive on a path not fully paved — people who want to grow their careers alongside a team of experts across energy, manufacturing, data center construction, and cloud services
• 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
• Customer Support Experience: 2+ years of experience in a customer support role, ideally within cloud, storage, or networking environments
• Linux Proficiency: Strong command-line interface (CLI) skills in Linux environments
• Education/Experience: Bachelor's degree in IT, Computer Science, Engineering, or a related field, or 2+ years of equivalent technical experience
• Communication Skills: Excellent communication and customer service skills, including the ability to prioritize competing escalations
• Public Cloud Knowledge: Familiarity with other public cloud platforms (e.g., AWS, Azure, GCP)
• Cloud Technologies: Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana)
• Version Control: Proficiency with Git for code management and collaboration
• Cloud Expertise: Deep understanding of specific cloud platforms and services
• Automation Skills: Experience with automation tools and scripting languages
• Problem-Solving Abilities: Demonstrated ability to analyze complex technical issues and develop effective solutions
• Passion for Sustainability: A strong interest in contributing to a more sustainable future through technology