Escalation / L3 Support Engineer
You will own complex escalated customer issues and platform incidents from investigation through resolution. You will troubleshoot GPU compute, networking, storage, drivers, CUDA, control plane, and billing issues; lead root-cause analysis and incident reviews; improve runbooks and monitoring; mentor L1 and L2 support; and participate in an on-call escalation rotation.
Responsibilities
- Own complex escalated customer issues and platform incidents through resolution
- Troubleshoot GPU compute, networking, storage, drivers, CUDA, control plane, and billing issues
- Bridge support with SRE, Compute, and R&D teams
- Drive root-cause analysis and permanent fixes
- Lead or support incident handling and post-incident reviews
- Improve runbooks, monitoring, the knowledge base, and escalation quality
- Mentor L1 and L2 support
- Participate in an on-call escalation rotation
Requirements
- 5+ years in cloud or infrastructure technical support, escalation, or SRE-adjacent roles
- Linux, networking, and cloud infrastructure experience
- GPU, CUDA, or HPC experience strongly preferred
- Experience resolving complex production issues and performing root-cause analysis
- Excellent written English and cross-team communication
- Comfort with on-call work and incident leadership
Benefits
- Welfare benefits
- Inclusive and respectful work environment
- Fast-growing company with networking opportunities
- Opportunity to contribute to the digital asset industry
- Involvement in new projects and process development
- Personal accountability, autonomy, growth, and learning opportunities
- Training and mentoring