[Remote] Technical Support Engineer - III (Cloud)
Note: The job is a remote job and is open to candidates in USA. CoreWeave is The Essential Cloud for AI™, dedicated to providing a high-performance experience for clients running AI workloads. In this role, you will empower customers by resolving issues related to the advanced Kubernetes-powered HPC cloud infrastructure and contribute to the overall success and reliability of the platform.
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
Skills
- 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
- CKA Certified
- Demonstrated experience with training, coaching, and creating onboarding materials
- Operates in a fast-paced, global, 24/7 support team environment
- Ability to collaborate across different time zones
- On-site office environment, hybrid, or remote options depending on location
- Flexible to travel up to 10% (~25 days/year)
Benefits
- Discretionary bonus
- Equity awards
- Medical, dental, and vision insurance - 100% paid for by CoreWeave
- Company-paid Life Insurance
- Voluntary supplemental life insurance
- Short and long-term disability insurance
- Flexible Spending Account
- Health Savings Account
- Tuition Reimbursement
- Ability to Participate in Employee Stock Purchase Program (ESPP)
- Mental Wellness Benefits through Spring Health
- Family-Forming support provided by Carrot
- Paid Parental Leave
- Flexible, full-service childcare support with Kinside
- 401(k) with a generous employer match
- Flexible PTO
- Catered lunch each day in our office and data center locations
- A casual work environment
- A work culture focused on innovative disruption
Company Overview