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    Cloud Support Engineer - London, United Kingdom - CoreWeave Europe

    CoreWeave Europe
    CoreWeave Europe London, United Kingdom

    4 hours ago

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    Description

    Location:
    London, Hybrid


    Salary Range:
    £50,000 - £60, % Shift Allowance
    As a CoreWeave Cloud Support Engineer, you will be at the forefront of this transformational technology.

    You will assist a list of cutting-edge companies and developers taking advantage of our accelerated compute services and features to run their mission-critical applications.

    You will support the success of these customers by responding to technical inquiries related to large and production critical issues and helping resolve root causes of cloud, network, and/or system issues.

    You will participate in proactive processes and activities that ensure the efficient and uninterrupted execution of our clients' jobs.
    This role requires flexibility in work hours, including a commitment to weekend shifts.

    The standard work week consists of 40 hours, spread across four x 10-hour shifts with a 1 hour lunch break.

    These shifts will cover four consecutive days, which will include the weekend.

    The successful candidate will be expected to demonstrate adaptability and reliability, ensuring that critical support and services are maintained during non-standard business hours to meet our operational needs and high standards of service excellence.


    What You'll Do:
    Maintain high customer satisfaction by acting with empathy, understanding the business impact and priority of customer issues, and following our support center best practices
    Monitor and triage our multi-channel support queue with an eye on maintaining and/or exceeding our Service Level Objectives (SLOs)
    Use existing troubleshooting tools and techniques to establish root-cause for queries and provide a customer-facing root cause assessment.
    Promptly resolve technical incidents and escalations, with effective communication to all stakeholders internally and externally
    Perform internal classification of support requests, documenting classes of problems and preventative actions for further retroactive analysis
    Drive customer communication during critical events
    Identify, maintain and create documentation for all varieties of corner case scenarios and troubleshooting workflows, and assist with the creation of tutorials, how-to videos, and other technical materials for the CoreWeave customer community
    Drive projects that improve support-related processes and our customers' technical support experience
    Assist with the training and development of new hires
    Plan, organize, and manage tasks, resources, and timelines across teams to accomplish work accurately and on time
    Provide high-touch assistance to highest Tier customers, build an in-depth understanding of most pressing customer issues and act as an advocate for such issues with our internal teams


    Who You Are:
    You're an excellent communicator (both written and verbal)
    You love to solve problems and have an aptitude for identifying technical issues and developing appropriate solutions
    You have a working knowledge of basic Linux system administration, networking, and storage
    You have a good understanding of distributed computing environments and methodologies, including storage volumes, private networks, load balancers, and virtual machines
    You're familiar with High-Performance Computing (HPC) system administration
    You have some experience with Kubernetes & Docker
    You're proficient with Shell and/or Python scripting
    You have a solid understanding of virtualization and cloud computing (Hypervisors, VMware, Xen)
    You have some experience with Windows sysadmin
    The base pay for this position ranges from £50,000 - £60, % Shift Allowance. Role is bonus eligible. Pay is based on a number of factors including job-related knowledge, skills and experience.
    Hybrid Workplace

    We have a hybrid working policy as we recognise the importance of fostering connections, collaboration, and creativity within our culture.

    In this role, you would come into the office around - 2 days a week and work from home at the weekend.

    Our commitment to operating as a hybrid workplace underscores our dedication to enabling our employees to tailor their work-life balance to their individual preferences.

    Benefits
    We offer a competitive salary and benefits, including:
    Family-level Medical Insurance
    Family-level Dental Insurance
    Generous Pension Contribution
    Life Assurance at 4x Salary
    Critical Illness Cover
    Employee Assistance Programme
    Tuition Reimbursement
    Work culture focused on innovative disruption
    #J-18808-Ljbffr
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