Cloud Support Engineer

Summary

Join CoreWeave, a leading AI hyperscaler, as a Cloud Support Engineer and be at the forefront of transformational technology. You will support cutting-edge companies using our accelerated compute services, resolving technical issues, and ensuring high customer satisfaction. Responsibilities include monitoring support queues, troubleshooting, communicating with stakeholders, and creating documentation. The role requires excellent communication, problem-solving skills, and experience with Linux, networking, distributed computing, and scripting. CoreWeave offers a competitive salary, comprehensive benefits including medical, dental, vision, life insurance, paid parental leave, flexible PTO, and a hybrid work environment.

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 by CoreWeave
• Company-paid Life Insurance
• Voluntary supplemental life insurance
• Short and long-term disability insurance
• Flexible Spending Account
• Health Savings 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 office and data center locations
• A casual work environment
• A work culture focused on innovative disruption
• At CoreWeave, we are committed to operating as a hybrid workplace, offering employees flexibility in how they structure their time between in-office and remote work