Cloud Support Engineer (AI)

Location: Sunnyvale, California, United States. Tuesday through Friday on-site; Saturday remote. Tuesday–Saturday shift pattern with participation in a 24/7 on-call rotation.

Salary: $145,000–$175,000 annually plus bonus and restricted stock units.

Company

hirify.global builds vertically integrated AI infrastructure, including sustainable GPU cloud computing and energy infrastructure.

What you will do

• Provide technical customer support through Zendesk while meeting SLAs and maintaining 95%+ CSAT.
• Lead initial incident triage, stakeholder communication, escalation handling, and customer advocacy throughout the incident lifecycle.
• Diagnose and resolve issues involving virtual machines, hardware failures, scaling tests, alerts, and maintenance windows using Linux CLI and internal tools.
• Perform node delivery testing and participate in a 24/7 on-call rotation.
• Collaborate with SRE, networking, and storage teams through root-cause analysis and resolution.
• Create onboarding 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.
• 5+ years of customer support experience, preferably in cloud, storage, or networking environments.
• Strong Linux command-line and CLI skills, plus proficiency with Git.
• Experience with Kubernetes, Slurm, Terraform, Grafana, and other cloud technologies.
• 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, Linux, AWS, NVIDIA AI infrastructure, or InfiniBand certifications.
• Experience with automation tools and scripting languages.
• Experience mentoring, training, and onboarding colleagues.
• Interest in using technology to support a more sustainable future.

Culture & Benefits

• Equity packages and restricted stock units.
• Paid time off, holidays, leave programs, and parental leave.
• Health, dental, vision, life, disability, and mental health coverage, plus HSA contributions.
• Professional development, tuition reimbursement, commuter benefits, and a cell phone stipend.
• 401(k) plan with company matching up to 4% of salary.
• Global travel insurance, emergency assistance, daily meal allowance, and location-specific programs.