Cloud Support Engineer (6pm-2am EST coverage)

This role can be in-office, hybrid, or remote. You must be available from 6pm - 2am EST to apply.

As a CoreWeave Client Support Engineer, you will be at the forefront of this transformational technology. You will assist a list of cutting-edge companies and developers taking advantage of our accelerated compute services and features to run their mission-critical applications. You will support the success of these customers by responding to technical inquiries related to large and production critical issues and helping resolve root causes of cloud, network, and/or system issues. You will participate in proactive processes and activities that ensure the efficient and uninterrupted execution of our clients’ jobs.

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

Requirements

• Excellent English communication skills (both written and verbal)
• Problem-solving abilities for recognizing technical issues and developing appropriate solutions.
• Preferred: Bachelor’s degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent experience in a technical position
• Basic Linux system administration, networking, and storage knowledge.
• Good understanding of distributed computing environments and methodologies, such as storage volumes, private networks, load balancers, and virtual machines

Nice to Have's:

• Familiarity with High-Performance Computing (HPC) system administration
• Experience with Kubernetes & Docker
• Shell and/or Python scripting proficiency
• Understanding of virtualization and cloud computing (Hypervisors, VMware, Xen)
• Knowledge of basic Windows sysadmin a plus

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $65,000/year in our lowest geographic market up to $100,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.