Technical Support Engineer III (Cloud)

1 мес. назад

PolandEuropeSeniorOnsite

Technical Support Engineer III role at focused on supporting cloud infrastructure for AI workloads.

Обязанности

As a Technical Support Engineer III at , you'll be on the front lines of a technological revolution, empowering our customers to harness the full potential of our advanced Kubernetes-powered HPC cloud infrastructure. You'll be hands-on, collaborating with engineers and researchers to resolve issues that impact high-profile, mission-critical applications and cutting-edge AI training workloads. Your contributions will be pivotal in ensuring seamless performance, reliability, and success for our customers, positioning you at the very core of transformative technologies reshaping industries worldwide at a company that is truly one of a Kind.
Guide and mentor team members in developing their technical skills and troubleshooting capabilities across all disciplines supported by .
Provide real-time feedback and coaching, reviewing tickets to identify opportunities for improvement and ensure quality assurance (QA).
Develop and deliver training sessions to improve the team’s proficiency and efficiency in resolving customer issues.
Use technical expertise to investigate, debug, and resolve customer-impacting issues with the curiosity required to uncover and understand root causes.
Maintain high customer satisfaction through swift, accurate, and empathetic high-touch support communications, as well as established best practices.
Help design and implement troubleshooting best practices to ensure fast, accurate client resolutions.
Contribute to refining processes, workflows, and playbooks for handling complex customer challenges.
Serve as a technical escalation point for high-priority escalations or complex cases, modeling effective problem-solving approaches.
Lead the creation of knowledge-sharing resources, including documentation, tutorials, and how-to guides.
Enhance the support team’s knowledge of ’s products and services through continuous learning initiatives.
Includes consistent shift work with participation in on-call rotations. Occasional after-hours and holiday coverage required.

Требования

Have a 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
At least 5+ years of experience in cloud support, systems administration, or related technical support-focused roles
Proven hands-on work experience with Kubernetes
Experience with networking, load balancing, storage volumes, observability, node management, High-Performance Computing (HPC), and Linux system administration
Proven ability to mentor team members, foster technical growth, and improve team-wide capabilities through guidance and feedback
Experience with observability tools such as Grafana
Strong troubleshooting skills, with experience resolving complex customer issues and driving quality assurance through ticket reviews or similar processes
Demonstrated success collaborating with cross-functional teams to refine workflows, implement best practices, and advocate for necessary tools or process changes
Excellent written and verbal communication skills, with a track record of simplifying complex concepts for diverse audiences
Strong technical presentation skills, with experience delivering precise, engaging, and informative presentations to technical and non-technical audiences, effectively showcasing complex concepts and solutions

Будет плюсом

CKA Certified 
Demonstrated experience with training, coaching, and creating onboarding materials.
Operates in a fast-paced, global, 24/7 support team environment
Ability to collaborate across different time zones
On-site office environment, hybrid, or remote options depending on location
Flexible to travel up to 10% (~25 days/year)
Wondering if you’re a good fit? We believe in investing in our people, and value candidates who can bring their own diversified experiences to our teams – even if you aren't a 100% skill or experience match. Here are a few qualities we’ve found compatible with our team. If some of this describes you, we’d love to talk. 
You love to dive into problems, test for solutions, and enjoy engaging with customers.
You’re curious about AI.
You’re an expert in providing outstanding technical support and have strong competencies in Kubernetes and Linux.
The base salary range for this role is  226,000 zł - 302,000 zł. The starting salary will be determined based on job-related knowledge, skills, experience, and market location. We strive for both market alignment and internal equity when determining compensation. In addition to base salary, our total rewards package includes a discretionary bonus, equity awards, and a comprehensive benefits program (all based on eligibility).
To fulfill our obligation to protect client data, successful applicants offered employment with will be required to complete a basic criminal record check, conducted in compliance with GDPR. Employment offers are conditional upon receiving satisfactory check results

Условия

In addition to a competitive salary, we offer a variety of benefits to support your needs, including:
Family-level Medical Insurance
Family-level Dental Insurance 
Generous Pension Contribution 
Life Assurance at 4x Salary 
Critical Illness Cover 
Employee Assistance Programme 
Tuition Reimbursement
Work culture focused on innovative disruption
Benefits may vary by location.

Другое

 
The Customer Experience (CX) Organization at is dedicated to ensuring every client running AI workloads at scale has a seamless, reliable, and high-performance experience. This team supports the infrastructure that powers the AI revolution—working across data centers, hardware systems, and customer workloads to maintain the integrity of our cloud platform. The CX organization aligns closely with the internal and customer engineering teams, offering valuable insights from the field and having the chance to contribute to the product roadmap and development. 
is an equal opportunity employer, committed to fostering an inclusive and supportive workplace. All qualified applicants and candidates will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.
Recruitment Agencies
does not accept speculative CVs. Any unsolicited CVs received will be treated as the property of and your Terms & Conditions associated with the use of CVs will be considered null and void.
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This position requires access to export controlled information.  To conform to U.S. Government export regulations applicable to that information, applicant must either be (A) a U.S. person, defined as a (i) U.S. citizen or national, (ii) U.S. lawful permanent resident (green card holder), (iii) refugee under 8 U.S.C. § 1157, or (iv) asylee under 8 U.S.C. § 1158, (B) eligible to access the export controlled information without a required export authorization, or (C) eligible and reasonably likely to obtain the required export authorization from the applicable U.S. government agency.   may, for legitimate business reasons, decline to pursue any export licensing process.
 
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