Technical Support Engineer - (Cloud)

CoreWeave provides cloud infrastructure designed to help innovators build and scale artificial intelligence workloads. The Technical Support Engineer - III (Cloud) supports customers using Kubernetes-powered HPC cloud infrastructure by troubleshooting complex issues, maintaining customer satisfaction, mentoring team members, and improving support processes and resources.

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
• To conform to U.S. Government export regulations applicable to that information, applicant must either be (A) a U.S. person, defined as a (i) U.S. citizen or national, (ii) U.S. lawful permanent resident (green card holder), (iii) refugee under 8 U.S.C. § 1157, or (iv) asylee under 8 U.S.C. § 1158, (B) eligible to access the export controlled information without a required export authorization, or (C) eligible and reasonably likely to obtain the required export authorization from the applicable U.S. government agency
• CKA Certified
• Demonstrated experience with training, coaching, and creating onboarding materials
• You love to dive into problems, test for solutions, and enjoy engaging with customers
• You're curious about AI
• You're an expert in providing outstanding technical support and have strong competencies in Kubernetes and Linux