Senior Customer Support Engineer - Managed Inference
Crusoe · Denver, CO - US
About this role
## Senior Customer Support Engineer — Managed Inference ### About Crusoe Crusoe is building the future of AI infrastructure with an energy-first approach—accelerating the abundance of energy and intelligence. As a vertically integrated AI infrastructure company, Crusoe owns and operates each layer of the stack (from electrons to tokens) to power ambitious AI workloads. ### About This Role As a **Cloud Support Engineer**, you’ll be the primary technical point of contact for customers and partners using **Crusoe Cloud**—helping them leverage sustainable, low-cost GPU compute for breakthroughs in **AI/ML, physics simulations, and computational biology**. This is a **full-time** role with a direct impact on Crusoe’s mission by enabling customers to accelerate R&D and contribute to a more sustainable future. ### What You’ll Be Working On - **Customer Support:** Provide exceptional technical support via **Zendesk**, meeting SLAs and maintaining **CSAT (95%+)** - **On-Call Rotation:** Participate in a **24/7** on-call rotation to resolve critical issues quickly - **Troubleshooting:** Diagnose and resolve issues involving **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 initial triage through **root cause analysis (RCA)** - **Global Teamwork:** Follow global collaboration and handoff processes for ticketing and on-call procedures - **Knowledge Sharing:** Create onboarding/training materials, update the knowledge base, and maintain **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** of experience in customer support (technical support preferred) *Note: The provided job description appears truncated after the last bullet above.*
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