Senior Cloud Support Engineer (AI)

TL;DR

Senior Cloud Support Engineer (AI): Empowering customers to leverage advanced Kubernetes-powered HPC cloud infrastructure and resolving issues impacting high-profile AI training workloads with an accent on technical guidance, troubleshooting, and process refinement. Focus on investigating complex customer-impacting issues, leading knowledge-sharing initiatives, and contributing to the hirify.global product roadmap.

Location: While listed in London, United Kingdom (Remote), this position requires the applicant to be a U.S. person or eligible for U.S. government export authorization. Remote work may be considered for candidates located more than 30 miles from an office, but hybrid is prioritized.

Salary: £71,000–£95,000

Company

hirify.global is a publicly traded company providing an essential cloud platform built for AI workloads, trusted by leading AI labs, startups, and global enterprises.

What you will do

• Guide and mentor team members in developing their technical skills and troubleshooting capabilities.
• Provide real-time feedback and coaching, reviewing tickets to identify opportunities for improvement and ensure quality assurance.
• Develop and deliver training sessions to improve the team’s proficiency and efficiency.
• Investigate, debug, and resolve customer-impacting issues with curiosity.
• Maintain high customer satisfaction through swift, accurate, and empathetic support communications.
• Serve as a technical escalation point for high-priority escalations or complex cases.

Requirements

• Bachelor’s degree in Information Science/IT, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field, OR equivalent experience.
• 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, HPC, and Linux system administration.
• Proven ability to mentor team members, foster technical growth, and improve team-wide capabilities.
• Applicant must either be a U.S. person (U.S. citizen, lawful permanent resident, refugee, or asylee) or eligible to obtain required export authorization from the applicable U.S. government agency.

Nice to have

• CKA Certified.
• Demonstrated experience with training, coaching, and creating onboarding materials.
• Operates in a fast-paced, global, 24/7 support team environment with the ability to collaborate across different time zones.
• Flexible to travel up to 10% (~25 days/year).

Culture & Benefits

• Comprehensive benefits including medical, dental, and vision insurance (100% paid for by hirify.global).
• Company-paid Life Insurance, voluntary supplemental life insurance, and short and long-term disability insurance.
• Flexible Spending Account, Health Savings Account, and Tuition Reimbursement.
• Ability to Participate in Employee Stock Purchase Program (ESPP) and 401(k) with a generous employer match.
• Mental Wellness Benefits through Spring Health, Family-Forming support by Carrot, Paid Parental Leave, and childcare support with Kinside.
• Flexible PTO and a casual work environment focused on innovative disruption.
• Catered lunch each day in office and data center locations.
• Teams gather quarterly to support collaboration.