About the Role
You will provide technical support through Zendesk, meet service-level targets, and participate in a 24/7 on-call rotation. You will troubleshoot virtual machines, hardware failures, and scaling tests; triage alerts; prepare maintenance windows; collaborate on root-cause analysis; and create training and support documentation.
Requirements
•Bachelor's degree in IT, Computer Science, Engineering, or a related field, or 2+ years of equivalent technical experience.
•Linux command-line interface skills.
•Git proficiency.
•2+ years of customer support experience, ideally in cloud, storage, or networking environments.
•Experience with Kubernetes, Slurm, Terraform, and Grafana.
•Familiarity with AWS, Azure, or GCP.
•Communication and customer service skills.
•Ability to prioritize competing escalations.
Responsibilities
•Provide technical support to customers through Zendesk while meeting SLAs and CSAT targets.
•Participate in a 24/7 on-call rotation to resolve critical issues.
•Diagnose and resolve VM, hardware failure, and scaling-test issues using CLI and internal tools.
•Manage alert triage, prepare maintenance windows, and conduct node delivery testing.
•Collaborate with SRE, Networking, and Storage teams through root-cause analysis delivery.
•Follow global ticketing and on-call handoff processes.
•Develop onboarding and training materials, knowledge base documentation, and SOPs.
Benefits
•Equity packages
•Restricted Stock Units
•Paid time off
•Paid holidays
•Leave of absence programs
•Health insurance
•Dental insurance
•Vision insurance
•Employer HSA contributions
•Paid parental leave
•Paid life insurance
•Short-term disability insurance
•Long-term disability insurance
•Tuition reimbursement
•Mental health and wellness support
•Commuter benefits
•Cell phone stipend
•401(k) plan with company match up to 4% of salary
•Volunteer time off
•Global travel insurance and emergency assistance
•Daily meals allowance
