Responsibilities

• Own the most complex, high-impact escalations for enterprise customers.
• Serve as SME for one or more product areas within the customer support team.
• Collaborate with engineering on bug triage and feature requests driven by support data.
• Onboard and train L1 and L2 team members.
• Proactively identify trends in ticket data and surface them to product teams.

Requirements

Nice to have:

• 5+ years in a technical role at a cloud provider.
• Bachelor's degree in CS, IT, or related field (or equivalent experience).
• Hands-on experience with GPU and virtualization concepts in production.
• Networking fundamentals for connectivity troubleshooting (SSH access, firewall and port rules, TCP/IP routing and reachability) and comfort with database queries.
• Strong scripting ability (Python, Bash).
• REST API debugging.
• Experience building automations with AI tools to reduce repetitive support work.
• Excellent written and verbal communication in English with technical and non-technical audiences, plus leadership and stakeholder management.
• Rele

Responsibilities

• Own the most complex, high-impact escalations for enterprise customers.
• Serve as SME for one or more product areas within the customer support team.
• Collaborate with engineering on bug triage and feature requests driven by support data.
• Onboard and train L1 and L2 team members.
• Proactively identify trends in ticket data and surface them to product teams.

Requirements

Nice to have:

• 5+ years in a technical role at a cloud provider.
• Bachelor's degree in CS, IT, or related field (or equivalent experience).
• Hands-on experience with GPU and virtualization concepts in production.
• Networking fundamentals for connectivity troubleshooting (SSH access, firewall and port rules, TCP/IP routing and reachability) and comfort with database queries.
• Strong scripting ability (Python, Bash).
• REST API debugging.
• Experience building automations with AI tools to reduce repetitive support work.
• Excellent written and verbal communication in English with technical and non-technical audiences, plus leadership and stakeholder management.
• Rele