Escalation / L3 Support Engineer

You will own complex escalated customer issues and platform incidents from investigation through resolution. You will troubleshoot GPU compute, networking, storage, drivers, CUDA, control plane, and billing issues; lead root-cause analysis and incident reviews; improve runbooks and monitoring; mentor L1 and L2 support; and participate in an on-call escalation rotation.

Responsibilities

• Own complex escalated customer issues and platform incidents through resolution
• Troubleshoot GPU compute, networking, storage, drivers, CUDA, control plane, and billing issues
• Bridge support with SRE, Compute, and R&D teams
• Drive root-cause analysis and permanent fixes
• Lead or support incident handling and post-incident reviews
• Improve runbooks, monitoring, the knowledge base, and escalation quality
• Mentor L1 and L2 support
• Participate in an on-call escalation rotation

Requirements

• 5+ years in cloud or infrastructure technical support, escalation, or SRE-adjacent roles
• Linux, networking, and cloud infrastructure experience
• GPU, CUDA, or HPC experience strongly preferred
• Experience resolving complex production issues and performing root-cause analysis
• Excellent written English and cross-team communication
• Comfort with on-call work and incident leadership

Benefits

• Welfare benefits
• Inclusive and respectful work environment
• Fast-growing company with networking opportunities
• Opportunity to contribute to the digital asset industry
• Involvement in new projects and process development
• Personal accountability, autonomy, growth, and learning opportunities
• Training and mentoring