Customer Support Engineer ll

Crusoe Cloud 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. You will be the primary point of contact for technical support, ensuring our customers can seamlessly utilize Crusoe Cloud to achieve their goals. This role directly impacts Crusoe's mission by enabling our customers to accelerate their research and development, contributing to a more sustainable future. You will be involved in exciting projects, working with cutting-edge technologies and collaborating with a talented team to solve complex challenges. 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. This is a full-time position.

What You’ll Be Working On:

• Customer Support: Provide exceptional technical support to customers via Zendesk, meeting SLAs and maintaining high CSAT (95%+).
• On-Call Rotation: Participate in a 24/7 on-call rotation to ensure timely resolution of critical issues.
• Troubleshooting: Diagnose and resolve issues related to VMs, hardware failures, and scaling tests using CLI and internal tools.
• Alert Triage and Maintenance: Manage alert triage, prepare for maintenance windows, and conduct node delivery testing.
• Collaboration: Work closely with SRE, Networking, and Storage teams from initial triage to root cause analysis (RCA) delivery.
• Global Teamwork: Adhere to global team collaboration and handoff processes for ticketing and on-call procedures.
• Knowledge Sharing: Develop onboarding/training materials, knowledge base documentation, and standard operating procedures (SOPs).

What You’ll Bring to the Team:

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