Software Platform Support Engineer – GPU Cloud

Stellenbeschreibung:

Coordinate with multiple internal teams to provide Tier 1 support for complex cloud platforms
Define and improve operational workflows, including runbooks, escalation paths, and support processes
Triage and investigate root causes of customer issues and elevate as needed
File bugs and report issues while working closely with the Site Reliability team
Build tooling to improve the customer support process and visibility
Develop a deep understanding of user workloads and use cases
Partner with multiple internal teams to provide feedback to engineering teams and develop solutions
Participate in an on-call rotation to support production systems

Requirements

BS/MS degree in Computer science or related areas (or equivalent experience)
5+ yrs of experience with supporting distributed software systems, supporting end-user software platforms, and experience with Linux
Experience with Kubernetes, AWS, Azure, OCI, and GCP
Background of Infrastructure, Networking, Storage, and DevOps scripting/tooling
Understanding of data storage technologies (databases, file, block, blob)
Customer Service/Support Experience
Willingness to work up and down the stack as well as across multiple teams
Strong skills in troubleshooting and Communication
Experience with MLOps workflows or ML infrastructure
Familiarity with GPU workloads or distributed training systems
SLURM or HPC previous experience
Strong drive to work with internal customers and make them successful
A drive to improve process with strong organizational skills

Core Competencies

Demonstrates expertise in supporting distributed software systems and cloud platforms, with a strong focus on troubleshooting, customer service, and operational workflow improvement. Proficient in collaborating across teams to enhance user experience and support processes.