Senior Cloud Support Engineer

CoreWeave is The Essential Cloud for AI. Built for pioneers by pioneers, CoreWeave delivers a platform of technology, tools, and teams that enables innovators to build and scale AI with confidence.

As a Senior Cloud Support Engineer at CoreWeave, 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.

Responsibilities:

• Guide and mentor team members in developing their technical skills and troubleshooting capabilities across all disciplines supported by CoreWeave.
• 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 CoreWeave'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.

Requirements:

• 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

Preferred Qualifications:

• 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)

What We Offer:

• Medical, dental, and vision insurance - 100% paid for by CoreWeave
• Company-paid Life Insurance
• Voluntary supplemental life insurance
• Short and long-term disability insurance
• Flexible Spending Account
• Health Savings Account
• Tuition Reimbursement
• Ability to Participate in Employee Stock Purchase Program (ESPP)
• Mental Wellness Benefits through Spring Health
• Family-Forming support provided by Carrot
• Paid Parental Leave
• Flexible, full-service childcare support with Kinside
• 401(k) with a generous employer match
• Flexible PTO
• Catered lunch each day in our office and data center locations
• A casual work environment
• A work culture focused on innovative disruption