Remote Cloud Support Engineer

Summary

The job is for a CoreWeave Cloud Support Engineer. The role involves assisting customers with technical issues, participating in proactive processes, driving projects that improve support-related processes, and more. The candidate should have good communication skills, knowledge of various technologies, and attend onboarding training at the NJ Headquarters.

Requirements

• You're an excellent communicator (both written and verbal)
• You love to solve problems and have an aptitude for identifying technical issues and developing appropriate solutions
• You have a working knowledge of basic Linux system administration, networking, and storage
• You have a good understanding of distributed computing environments and methodologies, including storage volumes, private networks, load balancers, and virtual machines
• You're familiar with High-Performance Computing (HPC) system administration
• You have some experience with Kubernetes & Docker
• You're proficient with Shell and/or Python scripting
• You have a solid understanding of virtualization and cloud computing (Hypervisors, VMware, Xen)
• You have some experience with Windows sysadmin

Responsibilities

• Maintain high customer satisfaction by acting with empathy, understanding the business impact and priority of customer issues, and following our support center best practices
• Monitor and triage our multi-channel support queue with an eye on maintaining and/or exceeding our Service Level Objectives (SLOs)
• Use existing troubleshooting tools and techniques to establish root-cause for queries and provide a customer-facing root cause assessment
• Promptly resolve technical incidents and escalations, with effective communication to all stakeholders internally and externally
• Perform internal classification of support requests, documenting classes of problems and preventative actions for further retroactive analysis
• Drive customer communication during critical events
• Identify, maintain and create documentation for all varieties of corner case scenarios and troubleshooting workflows, and assist with the creation of tutorials, how-to videos, and other technical materials for the CoreWeave customer community
• Drive projects that improve support-related processes and our customers’ technical support experience
• Assist with the training and development of new hires
• Plan, organize, and manage tasks, resources, and timelines across teams to accomplish work accurately and on time
• Provide high-touch assistance to highest Tier customers, build an in-depth understanding of most pressing customer issues and act as an advocate for such issues with our internal teams

Benefits

• Medical, dental and vision insurance - 100% paid for the employee
• Company paid Life Insurance
• Voluntary supplemental life insurance
• Short and long-term disability insurance
• Flexible Spending Account
• Tuition Reimbursement
• Mental Wellness Benefits through Spring Health
• Family-Forming support provided by Carrot
• Paid Parental Leave
• Flexible, full-service childcare support with Kinside
• 401(k) with a generous employer match
• Flexible PTO
• Catered lunch each day in our offices
• Weekly massages in NJ office
• A casual work environment
• Work culture focused on innovative disruption