Operations Engineer

About the role

We’re looking for an Operations Engineer to join our team during an exciting phase of growth. In this role, you’ll be responsible for monitoring systems, executing runbooks, and coordinating with on-site teams and engineering when escalation is needed, working closely with cross-functional partners to support business objectives while upholding our standards for excellence, collaboration, and impact.

What You’ll Do

• Monitor customer environments in real time across TensorWave data centers using monitoring and observability platforms
• Track key health indicators including GPU utilization, node availability, network performance, storage health, and Kubernetes cluster status
• Identify anomalies, degradations, and emerging issues before they escalate into customer-impacting events
• Maintain situational awareness of active customer workloads, scheduled maintenance windows, and known issues across the fleet
• Provide regular health summaries and flag trends that may indicate systemic risks to customer environments
• Serve as the first responder to customer-reported issues and system-generated alerts, performing initial triage and classification
• Execute established runbooks to diagnose and resolve common infrastructure issues including node failures, connectivity problems, and resource contention
• Escalate issues to L2 engineering or on-site data center teams with clear, actionable context
• Maintain accurate incident records including timeline, actions taken, and resolution details in the ticketing system
• Communicate status updates to internal stakeholders during active incidents, ensuring visibility across operations and customer-facing teams
• Follow and contribute to operational runbooks and standard operating procedures, identifying gaps or improvements based on real-world incidents
• Aid in monitoring and alerting tuning by providing feedback on alert quality, false positive rates, and coverage gaps
• Document tribal knowledge, recurring issue patterns, and lessons learned to strengthen the team’s operational knowledge base
• Support change management processes by monitoring customer environments during planned maintenance and infrastructure changes
• Cook with on-site data center operations teams for hands-on remediation activities that require physical access

Required Qualifications

• 1–3 years of experience in a NOC, operations center, technical support, systems administration, or similar infrastructure operations role
• Experience monitoring production infrastructure using observability tools (Grafana, Datadog, Prometheus, or similar)
• Foundational Linux systems administration skills with the ability to navigate systems, read logs, and execute diagnostic commands
• Basic understanding of networking fundamentals including TCP/IP, DNS, and VLANs
• Experience following operational runbooks and structured triage procedures in a production environment
• Strong written communication skills, particularly the ability to write clear incident updates and escalation summaries under time pressure
• Demonstrated ability to stay calm, prioritize effectively, and work methodically during high-pressure situations
• Familiarity with ticketing and incident tracking systems (PagerDuty, Jira, ServiceNow, or similar)
• Willingness to work shift schedules including nights, weekends, and holidays as part of a 24/7 coverage model
• Ability to work a rotating 12-hour shift schedule (8AM–8PM or 8PM–8AM), alternating between 3-day and 4-day work weeks on a repeating cycle; candidates must be comfortable with either day OR night shifts as part of standard rotation

Preferred Qualifications

• Experience in a customer-facing operations role at a cloud provider, managed services provider, or colocation facility
• Exposure to GPU infrastructure, HPC clusters, or AI/ML compute environments
• Familiarity with Kubernetes concepts and basic container troubleshooting
• Scripting ability in Python, Bash, or similar for basic automation and log analysis
• Experience with high-performance networking concepts (RDMA, InfiniBand, or RoCE)
• Background working across multiple geographically distributed data center sites
• Relevant certifications (CompTIA Server+, Linux+, RHCSA, CCNA, or equivalent)