Senior Cloud Support Engineer, Tuesday - Saturday - Dublin, Ireland

Role Overview

Crusoe Cloud is seeking a highly motivated and experienced Senior Cloud Support Engineer to join our team in Dublin, Ireland. In this role, you will be responsible for providing exceptional technical support to our customers who are leveraging our sustainable, low-cost GPU compute power for groundbreaking advancements in fields like AI/ML, physics simulations, and computational biology. You will serve as the primary point of contact for technical support, ensuring our customers can seamlessly utilize Crusoe Cloud to achieve their goals. This is a full-time position that operates on a Tuesday - Saturday shift pattern, with Tuesday-Friday on-site and Saturday remote.

Day in the Life

As a Senior Cloud Support Engineer, your day will be dynamic and focused on ensuring our customers' success. A typical day might involve:

• Responding to customer inquiries and resolving technical issues via Zendesk, striving for a high CSAT score.
• Participating in a 24/7 on-call rotation to address critical issues promptly.
• Managing incidents from initial triage through resolution, communicating updates to stakeholders, and acting as a customer advocate.
• Troubleshooting problems related to VMs, hardware failures, and scaling tests using CLI and internal tools.
• Managing alert triage, preparing for maintenance windows, and conducting node delivery testing.
• Collaborating with SRE, Networking, and Storage teams to perform root cause analysis (RCA) and implement solutions.
• Contributing to the development of onboarding and training materials, knowledge base documentation, and standard operating procedures (SOPs).

Why Dublin, Ireland?

Dublin is a vibrant and thriving tech hub with a highly skilled workforce. It offers a great quality of life with a rich culture, excellent education system, and access to beautiful natural landscapes. Crusoe's presence in Dublin allows us to tap into this talent pool and provide local support to our European customers. Furthermore, Dublin's strategic location provides convenient access to other major European cities.

Career Path

At Crusoe, we are committed to providing our employees with opportunities for growth and development. The Senior Cloud Support Engineer role can serve as a springboard for advancement into various positions, such as:

• **Cloud Support Lead:** Leading a team of support engineers and overseeing the delivery of exceptional customer service.
• **Site Reliability Engineer (SRE):** Focusing on improving the reliability, scalability, and performance of our cloud infrastructure.
• **Solutions Architect:** Designing and implementing cloud solutions for our customers.
• **Technical Account Manager:** Building and maintaining strong relationships with key customers and ensuring their success with Crusoe Cloud.

Salary & Benefits

Crusoe offers a competitive salary and benefits package, commensurate with experience. The salary range for this position is estimated to be $70,000-$90,000 USD annually. Our benefits package includes:

• Comprehensive health insurance.
• Paid time off.
• Retirement plan.
• Life insurance.
• Disability insurance.
• Employee assistance program.
• Flexible spending account.
• Vision insurance.
• Dental insurance.

Crusoe Culture

Crusoe is a company that is driven by innovation, sustainability, and a commitment to excellence. We foster a collaborative and supportive work environment where employees are empowered to make a difference. We value teamwork, open communication, and a passion for solving challenging problems. We are also committed to creating a diverse and inclusive workplace 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. Please submit your resume and cover letter through our online application portal.

FAQ

1. **What is the shift schedule for this role?**

   The shift schedule is Tuesday - Saturday. Tuesday - Friday are on-site, and Saturday is remote.

2. **What are the key responsibilities of this role?**

   The key responsibilities include providing technical support to customers, managing incidents, troubleshooting technical issues, and collaborating with other teams.

3. **What are the required qualifications for this role?**

   The required qualifications include a Bachelor's degree in IT, Computer Science, Engineering, or a related field, or 4+ years of equivalent technical experience, strong Linux CLI skills, Git proficiency, and 5+ years of customer support experience.

4. **What cloud technologies are important for this role?**

   Experience with container orchestration (e.g., Kubernetes), workload management (e.g., Slurm, Terraform), and monitoring tools (e.g., Grafana) are highly desirable.

5. **What is the on-call rotation schedule?**

   The on-call rotation is 24/7, and you will be expected to participate to ensure timely resolution of critical issues.

6. **What is the company culture like at Crusoe?**

   Crusoe fosters a collaborative, innovative, and supportive work environment where employees are empowered to make a difference.

7. **What opportunities for career advancement are available?**

   Opportunities include Cloud Support Lead, Site Reliability Engineer (SRE), Solutions Architect, and Technical Account Manager.

8. **What benefits does Crusoe offer?**

   Crusoe offers a competitive salary and benefits package, including health insurance, paid time off, a retirement plan, and more.

9. **How do I apply for this position?**

   Please submit your resume and cover letter through our online application portal.

10. **Is this a remote position?**

    This position is primarily on-site in Dublin, Ireland, with Saturday being a remote work day.