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Salary: USD 120,000 - 140,000 / annual
Crusoe is a vertically integrated AI infrastructure company building sustainable, low-cost GPU compute power. As a Cloud Support Engineer II, you will be the primary technical point of contact for customers leveraging Crusoe Cloud for AI/ML, physics simulations, and computational biology workloads.
You will provide exceptional technical support via Zendesk, maintaining SLAs and CSAT targets above 95%. Your responsibilities include diagnosing and resolving issues related to VMs, hardware failures, and scaling tests using CLI and internal tools. You'll participate in a 24/7 on-call rotation to ensure timely resolution of critical issues, manage alert triage, prepare for maintenance windows, and conduct node delivery testing.
Collaboration is central to this role—you'll work closely with SRE, Networking, and Storage teams from initial triage through root cause analysis (RCA) delivery. You'll adhere to global team collaboration and handoff processes for ticketing and on-call procedures. Additionally, you'll develop onboarding and training materials, knowledge base documentation, and standard operating procedures (SOPs) to scale support across the organization.
This is a full-time, in-office position in San Francisco. You'll be part of a high-performing team solving complex technical challenges while directly enabling customers to advance their AI strategies and contribute to a more sustainable future.
REQUIREMENTS:
- Bachelor's degree in IT, Computer Science, Engineering, or related field, OR 2+ years of equivalent technical experience
- Strong command-line interface (CLI) skills in Linux environments
- Proficiency with Git for code management and collaboration
- 2+ years of experience in a customer support role, ideally within cloud, storage, or networking environments
- Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana)
- Familiarity with public cloud platforms (e.g., AWS, Azure, GCP)
- Excellent communication and customer service skills, with ability to prioritize competing escalations
BONUS:
- 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 sustainability and technology's role in environmental impact
