Senior Cloud Support Engineer (AI)

Location: San Francisco, CA, US; on-site

Salary: $125,000–$145,000 per year plus bonus

Company

hirify.global is an AI infrastructure company building vertically integrated energy and cloud computing systems for demanding AI workloads.

What you will do

• Provide technical customer support through Zendesk while meeting service-level agreements and maintaining high customer satisfaction.
• Participate in a 24/7 on-call rotation and resolve critical customer issues.
• Diagnose and resolve VM, hardware, scaling-test, alert-triage, and maintenance-window issues using CLI and internal tools.
• Conduct node delivery testing and coordinate incident resolution from initial triage through root-cause analysis.
• Collaborate with SRE, networking, and storage teams on technical escalations.
• Create onboarding and training materials, knowledge-base documentation, and standard operating procedures.

Requirements

• Bachelor’s degree in IT, computer science, engineering, or a related field, or 4+ years of equivalent technical experience.
• Strong Linux command-line skills and proficiency with Git.
• 2–5 years of customer support experience, ideally in cloud, storage, or networking environments.
• Experience with Kubernetes, Slurm, Terraform, Grafana, and other cloud or workload-management tools.
• Familiarity with AWS, Azure, or GCP and understanding of HPC technologies including InfiniBand, RDMA, RoCE, and SDN.
• Excellent communication and customer service skills, including prioritization of competing escalations.

Nice to have

• Relevant cloud, Kubernetes, AWS, NVIDIA, InfiniBand, Linux, or system administration certifications.
• Experience with automation tools and scripting languages.
• Experience mentoring, training, and onboarding colleagues.
• Interest in using technology to contribute to a more sustainable future.

Culture & Benefits

• Competitive compensation, bonus, equity, and restricted stock units.
• Paid time off, holidays, leave programs, and paid parental leave.
• Health, dental, vision, HSA, life, and disability insurance benefits.
• Professional development, tuition reimbursement, and mental health and wellness support.
• 401(k) retirement plan with company matching up to 4% of salary.
• Commuter benefits, cell phone stipend, meals allowance, volunteer time off, and global travel insurance.