Senior Cloud Support Engineer

• Act as the technical escalation point for mission-critical production customers
• Investigate complex issues escalated from Core Support through resolution
• Collaborate with Site Reliability Engineering and Product teams on customer issues
• Work with the Incident team to address emerging platform and service issues
• Create training, documentation, and knowledge-sharing sessions based on escalated investigations
• Facilitate mentorship sessions with the Customer Support team
• Deliver advanced troubleshooting, enhance processes, and help ensure system reliability

• 5+ years of experience in a technical role or 3+ years of experience directly with a major cloud hosting provider
• Experience working directly with customers in person and via written communication in a technical support engineer capacity
• Excellent collaboration abilities and a customer-focused approach
• Advanced troubleshooting skills in networking, DNS, firewalls, Linux, Kubernetes, APIs, and object storage
• Experience managing AI infrastructures, operating AI systems, and utilizing AI storage solutions such as VAST
• Ability to resolve issues within cloud computing products and infrastructure
• Professional communication with customers and internal stakeholders
• Experience using observability tools to analyze and resolve customer-impacting issues

• Health, well-being, and financial benefits
• FlexBase flexible work arrangements: work at home, in an office, or a combination of both