Technical Support Engineer - III (Cloud)

About the role

The Customer Experience (CX) Organization at CoreWeave is dedicated to ensuring every client running AI workloads at scale has a seamless, reliable, and high-performance experience. This team supports the infrastructure that powers the AI revolution—working across data centers, hardware systems, and customer workloads to maintain the integrity of our cloud platform. The CX organization aligns closely with the internal and customer engineering teams, offering valuable insights from the field and having the chance to contribute to the CoreWeave product roadmap and development.

Responsibilities

• Provide real-time feedback and coaching, reviewing tickets to identify opportunities for improvement and ensure quality assurance (QA).
• Develop and deliver training sessions to improve the team’s proficiency and efficiency in resolving customer issues.
• Use technical expertise to investigate, debug, and resolve customer-impacting issues with the curiosity required to uncover and understand root causes.
• Maintain high customer satisfaction through swift, accurate, and empathetic high-touch support communications, as well as established best practices.
• Help design and implement troubleshooting best practices to ensure fast, accurate client resolutions.
• Contribute to refining processes, workflows, and playbooks for handling complex customer challenges.
• Serve as a technical escalation point for high-priority escalations or complex cases, modeling effective problem-solving approaches.
• Led the creation of knowledge-sharing resources, including documentation, tutorials, and how-to guides.
• Enhance the support team’s knowledge of CoreWeave’s products and services through continuous learning initiatives.

Requirements

• Have a Bachelor’s degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field, OR equivalent experience in a technical position.
• At least 5+ years of experience in cloud support, systems administration, or related technical support-focused roles.
• Proven hands-on work experience with Kubernetes.
• Proven ability to mentor team members, foster technical growth, and improve team-wide capabilities through guidance and feedback.
• Proven ability to troubleshoot complex customer issues and drive quality assurance through ticket reviews or similar processes.
• Strong troubleshooting skills, with experience resolving complex customer issues.
• Demonstrated success collaborating with cross-functional teams to refine workflows, implement best practices, and advocate for necessary tools or process changes.
• Excellent written and verbal communication skills, with a track record of simplifying complex concepts for diverse audiences.
• Strong technical presentation skills, with experience delivering precise, engaging, and informative presentations to technical and non-technical audiences, effectively showcasing complex concepts and solutions.

Qualifications

• Certificate in Kubernetes Administrator (CKA)
• Preferred: Demonstrated experience with training, coaching, and creating onboarding materials.
• Operates in a fast-paced, global, 24/7 support team environment.
• Ability to collaborate across different time zones.
• On-site office environment, hybrid, or remote options depending on location.
• Flexible to travel up to 10% (~25 days/year).