Cloud Operations & Support Engineer (L1 / L2)

Serve as the frontline for a public-cloud GPU platform by handling customer tickets, monitoring platform health, responding to alerts, troubleshooting infrastructure and service issues, escalating incidents, maintaining operational documentation, and reporting metrics.

Responsibilities

• Handle customer support tickets and requests
• Triage, troubleshoot, and resolve customer issues within SLA targets
• Monitor platform health and respond to NOC alerts
• Assess incident severity and initiate incident handling
• Provide customer-facing status updates
• Troubleshoot GPU instances, virtual machines, bare metal, networking, drivers, CUDA, storage, billing, and quota issues
• Escalate issues with complete context
• Maintain runbooks, knowledge bases, and canned responses
• Participate in a 24/7 follow-the-sun shift rotation
• Track and report ticket and alert metrics

Requirements

• 1+ years of experience in cloud or technical support, NOC, or IT operations
• Strong new graduates considered for L1
• Linux, networking, and cloud fundamentals
• Familiarity with GPU, CUDA, containers, virtual machines, bare metal, or storage
• Strong written English and customer communication
• Willingness to work follow-the-sun shifts

Benefits

• Attractive welfare benefits
• Training and mentoring
• Developmental opportunities
• Personal accountability, autonomy, fast growth, and learning opportunities
• Opportunity to contribute to new projects and processes