Cloud Support Engineer

CoreWeave is a specialized cloud provider, delivering a massive scale of GPU compute resources on top of the industry’s fastest and most flexible infrastructure. CoreWeave builds cloud solutions for compute intensive use cases — VFX and rendering, machine learning and AI, batch processing, and Pixel Streaming — that are up to 35 times faster and 80% less expensive than the large, generalized public clouds. Learn more at www.coreweave.com.

Please note that this is a 24/7 team. You will be asked to select your preferred shift(s) below.

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.

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: 

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