Customer Support Engineer ll
Crusoe · San Francisco, CA - US
About this role
## Customer Support Engineer II — Crusoe Cloud Crusoe is on a mission to accelerate the abundance of energy and intelligence. As a vertically integrated AI infrastructure company, we build and operate each layer of the stack—from electrons to tokens—to power the world’s most ambitious AI workloads. In this role, you’ll be the primary point of contact for technical support, helping customers seamlessly use **Crusoe Cloud** to advance their AI strategies and research in areas like **AI/ML, physics simulations, and computational biology**. --- ### What You’ll Be Working On - **Customer Support:** Provide exceptional technical support via **Zendesk**, meeting SLAs and maintaining **high CSAT (95%+)** - **On-Call Rotation:** Participate in a **24/7 on-call** rotation to resolve critical issues quickly - **Troubleshooting:** Diagnose and resolve issues related to **VMs, hardware failures, and scaling tests** using **CLI** and internal tools - **Alert Triage & Maintenance:** Manage alert triage, prepare for maintenance windows, and conduct node delivery testing - **Collaboration:** Partner with **SRE, Networking, and Storage** teams from triage through **root cause analysis (RCA)** - **Global Teamwork:** Follow global collaboration and handoff processes for tickets and on-call procedures - **Knowledge Sharing:** Create onboarding/training materials, maintain the knowledge base, and develop **SOPs** --- ### What You’ll Bring to the Team - **Education/Experience:** Bachelor’s degree in IT, Computer Science, Engineering, or related field, **or 2+ years** equivalent technical experience - **Linux Proficiency:** Strong **CLI** skills in Linux environments - **Version Control:** Proficiency with **Git** - **Customer Support Experience:** **2+ years** in a customer support role (cloud/storage/networking preferred) - **Cloud Technologies:** Experience with **Kubernetes** (or similar), workload management tools like **Slurm/Terraform**, and monitoring tools like **Grafana** - **Public Cloud Knowledge:** Familiarity with **AWS, Azure, or GCP** - **Communication Skills:** Strong customer service and escalation prioritization **Bonus Points** - Deep cloud platform/service expertise - Automation and scripting experience - Strong problem-solving and analytical skills - Passion for sustainability through technology --- ### Benefits (Highlights) - Competitive compensation and **equity (RSUs)** - Paid time off, paid holidays, and leave programs - Comprehensive health, dental & vision insurance - Employer HSA contributions - Paid parental leave - Professional development & tuition reimbursement - Mental health & wellness support - 401(k) match up to 4% - Additional location-specific perks (e.g., daily meals allowance) --- ### Compensation Range Up to **$120,000–$140,000 + bonus** (RSUs included in all offers). Final compensation depends on knowledge, education, abilities, internal equity, and market data. --- Crusoe is an **Equal Opportunity Employer**. Employment decisions are made without regard to protected characteristics.
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