Escalation / L3 Support Engineer (AI Cloud)

TL;DR

Escalation / L3 Support Engineer (AI Cloud): Managing complex customer issues and platform incidents for Bitcoin mining and AI cloud infrastructure with an accent on deep-dive troubleshooting of GPU compute, networking, and CUDA. Focus on driving root-cause analysis, implementing permanent fixes, and bridging the gap between front-line support and engineering teams.

Location: Singapore, Penang (Malaysia), or Taiwan

Company

hirify.global is a world-leading technology company specializing in Bitcoin mining solutions and AI cloud infrastructure.

What you will do

• Own and resolve complex, escalated customer issues and platform incidents end-to-end.
• Perform deep-dive troubleshooting across GPU compute, networking/SDN, storage, drivers, and CUDA.
• Collaborate with SRE, Compute, and R&D teams to drive root-cause analysis and permanent fixes.
• Lead incident handling and post-incident reviews to improve runbooks and monitoring.
• Mentor L1/L2 engineers to enhance the knowledge base and escalation quality.
• Participate in an on-call escalation rotation.

Requirements

• 5+ years of experience in cloud/infrastructure technical support, escalation, or SRE-adjacent roles.
• Strong hands-on expertise in Linux, networking, and cloud infrastructure.
• Experience with GPU, CUDA, or HPC (strongly preferred).
• Proven track record of resolving complex production issues through root-cause analysis.
• Excellent written English and cross-team communication skills.
• Comfortable with on-call responsibilities and incident leadership.

Culture & Benefits

• Inclusive and respectable environment with a startup spirit and diversity of thought.
• Opportunity to network with industry pioneers in the digital asset and AI sectors.
• High degree of personal accountability, autonomy, and fast professional growth.
• Direct impact on the development of the digital asset industry.
• Attractive welfare benefits, training, and mentoring opportunities.