Cloud Support Engineer

Please note that this is a 24/7 team. You will be asked to select your preferred shift(s) below.

As a CoreWeave Cloud 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.

What You'll Do: 

• 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

Who You Are: 

• 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

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $75,000/year to $110,000/year. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

Hybrid Workplace

Successful candidates will be expected to attend onboarding training at our NJ Headquarters for up to 2 weeks within their first month of employment, with subsequent quarterly travel requirements of 1 week duration.

If you reside within a 30-mile radius of our New Jersey, New York, or Philadelphia offices, we're excited for you to join us at the office at least three times a week, recognizing the significance we place on fostering connections, collaboration, and creativity within our office culture. Our commitment to operating as a hybrid workplace underscores our dedication to enabling our employees to tailor their work-life balance to their individual preferences