Senior Cloud Support Engineer at Crusoe - San Francisco, CA

Role Overview

Crusoe is on a mission to accelerate the abundance of energy and intelligence. We're building the engine that powers a world where people can create ambitiously with AI — without sacrificing scale, speed, or sustainability. As a Senior Cloud Support Engineer at Crusoe, you'll be at the forefront of this revolution, providing critical support to our customers using our sustainable, low-cost GPU compute power. You will be the primary point of contact for technical support, ensuring our customers can seamlessly utilize Crusoe Cloud to achieve their groundbreaking goals in AI/ML, physics simulations, and computational biology. This role is crucial for enabling our customers to accelerate their research and development, contributing to a more sustainable future.

A Day in the Life

Here’s what a typical day might look like as a Senior Cloud Support Engineer at Crusoe:

• Morning: Start your day by reviewing open Zendesk tickets and prioritizing those requiring immediate attention. Address urgent customer inquiries related to VM issues, hardware failures, or scaling challenges. Participate in the daily team stand-up to discuss ongoing issues and coordinate with other team members.
• Mid-day: Dive into troubleshooting complex technical issues using CLI and internal tools. Collaborate with SRE, Networking, and Storage teams to perform root cause analysis (RCA) for recurring problems. Prepare for upcoming maintenance windows and conduct node delivery testing to ensure smooth transitions.
• Afternoon: Develop and update knowledge base documentation and standard operating procedures (SOPs) to improve team efficiency and customer self-service capabilities. Work on onboarding/training materials for new team members. Participate in on-call rotation, responding to critical alerts and issues as they arise.
• Throughout the Day: Monitor system performance using Grafana and other monitoring tools. Escalate complex issues to the appropriate teams. Communicate effectively with customers, providing timely updates and clear explanations of technical solutions. Adhere to global team collaboration and handoff processes for ticketing and on-call procedures.

Why San Francisco?

San Francisco is a global hub for technology and innovation, offering a vibrant ecosystem of startups, established tech companies, and leading research institutions. Located in the heart of Silicon Valley, Crusoe's San Francisco office provides access to a wealth of talent, resources, and opportunities for professional growth. The city's commitment to sustainability aligns with Crusoe's mission, making it an ideal location to drive innovation in sustainable cloud computing.

Career Path

The Senior Cloud Support Engineer role at Crusoe offers a clear career path for advancement. You can progress to roles such as:

• Lead Cloud Support Engineer: Lead a team of support engineers, providing mentorship and guidance.
• Cloud Support Manager: Oversee the cloud support team, developing and implementing strategies to improve customer satisfaction and team performance.
• Solutions Architect: Design and implement cloud solutions for customers, leveraging Crusoe's sustainable infrastructure.
• Site Reliability Engineer (SRE): Focus on the reliability and scalability of Crusoe's cloud infrastructure.

Salary & Benefits

Crusoe offers a competitive salary and benefits package, commensurate with experience. The estimated salary range for this role in San Francisco is $140,000 - $190,000 per year. Benefits include:

• Health insurance (medical, dental, vision)
• Paid time off (vacation, sick leave, holidays)
• 401(k) retirement plan with company match
• Employee stock options
• Flexible work arrangements
• Life insurance and disability coverage
• Employee assistance program (EAP)
• Wellness programs
• Opportunities for advancement
• A supportive and inclusive work environment

Crusoe Culture

At Crusoe, we value innovation, sustainability, and collaboration. We are a team of passionate individuals dedicated to making a positive impact on the world. We foster a culture of continuous learning and encourage our employees to take on new challenges. We believe in empowering our employees to make decisions and contribute to the success of the company. We are committed to creating a diverse and inclusive work environment where everyone feels valued and respected.

How to Apply

If you are 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, we encourage you to apply for the Senior Cloud Support Engineer position. To apply, please submit your resume and cover letter through our online application portal. We look forward to hearing from you!

FAQ

1. What is Crusoe's mission?

   Crusoe's mission is to accelerate the abundance of energy and intelligence.

2. What technologies will I be working with?

   You'll be working with Linux, Git, Kubernetes, Slurm, Terraform, Grafana, and various public cloud platforms like AWS, Azure, and GCP, along with HPC technologies such as Infiniband, RDMA, RoCE, and SDN.

3. What are the key responsibilities of this role?

   Providing technical support, troubleshooting issues, managing alerts, collaborating with other teams, and developing documentation.

4. What are the required qualifications for this role?

   A Bachelor's degree in IT, Computer Science, Engineering, or related field, or equivalent experience, along with strong technical and communication skills.

5. What is the career path for this role?

   You can progress to roles such as Lead Cloud Support Engineer, Cloud Support Manager, Solutions Architect, or Site Reliability Engineer (SRE).

6. What is the salary range for this role?

   The estimated salary range for this role in San Francisco is $140,000 - $190,000 per year.

7. What are the benefits offered by Crusoe?

   Benefits include health insurance, paid time off, 401(k) with company match, employee stock options, and flexible work arrangements.

8. What is the company culture like at Crusoe?

   Crusoe values innovation, sustainability, and collaboration, and fosters a culture of continuous learning and inclusivity.

9. How can I apply for this position?

   Submit your resume and cover letter through our online application portal.

10. Does Crusoe offer remote work options?

    While this position is based in San Francisco, Crusoe offers flexible work arrangements, and remote work options may be available depending on the role and team.