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Salary: USD 125,000 - 150,000 / annual
Crusoe is a vertically integrated AI infrastructure company building sustainable, low-cost GPU compute power. As a Senior Customer Support Engineer for Crusoe Cloud, you will be the primary technical point of contact for customers leveraging high-performance computing for AI/ML, physics simulations, and computational biology workloads.
You will provide exceptional technical support via Zendesk while maintaining SLAs and CSAT targets above 95%. Your responsibilities include diagnosing and resolving complex 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 affecting customer operations.
Key responsibilities:
- Deliver technical support to customers via ticketing system, meeting defined SLAs
- Participate in on-call rotation for critical issue resolution
- Troubleshoot infrastructure issues using CLI tools and internal monitoring systems
- Manage alert triage and prepare for maintenance windows
- Collaborate with SRE, Networking, and Storage teams on root cause analysis
- Develop and maintain knowledge base documentation, onboarding materials, and standard operating procedures
- Follow global team collaboration and handoff processes
This role directly impacts Crusoe's mission by enabling customers to accelerate AI research and development while contributing to a more sustainable future through energy-efficient infrastructure.
REQUIREMENTS:
- Bachelor's degree in IT, Computer Science, Engineering, or related field, OR 2+ years of equivalent technical experience
- 2+ years of customer support experience, ideally in cloud, storage, or networking environments
- Strong Linux CLI proficiency and command-line skills
- Proficiency with Git for code management and collaboration
- Experience with container orchestration (Kubernetes), workload management (Slurm, Terraform), and monitoring tools (Grafana)
- Familiarity with public cloud platforms (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
- Passion for sustainability and clean technology
