Cloud Support Engineer (L2)

Responsibilities

• Deliver outstanding customer support:
• Ensure customers working on cutting-edge AI technologies receive timely, professional, and high-quality support at all times, helping to firmly establish Radiant as a specialist cloud provider known for excellence.
• Respond to incoming customer queries:
• Act as the owner of assigned incidents by triaging requests, gathering relevant information (logs, metrics, reproducers), documenting findings, and driving issues toward resolution.
• Advanced troubleshooting:
• Diagnose and debug sophisticated hardware and software issues across cloud, Linux, and datacenter environments. Resolve incidents independently where possible or propose effective workarounds.
• Incident escalation and collaboration:
• Work closely with L3 and L4 support teams within Engineering to escalate complex issues, coordinate corrective actions, and restore affected systems to operational standards.
• 24/7 support participation:
• Participate in Radiant's continuous "follow the sun" support model, ensuring effective handover of tickets between regions. Work outside standard business hours may be required, including being a part of an on-call rota. This will be adequately compensated.
• Vendor interactions:
• Collaborate with third-party vendors when necessary to accelerate issue resolution, including coordinating diagnostics and hardware replacements.
• New system delivery support:
• Occasionally contribute to the deployment of new AI supercomputers, assisting with installation, configuration, validation, and acceptance testing.
• Documentation and knowledge sharing:
• Contribute to troubleshooting guides, runbooks, and internal documentation to improve support efficiency and knowledge reuse across the organisation.
• Continuous improvement:
• Participate in retrospectives and lessons-learned sessions with Support, Engineering, and Product teams, and proactively suggest improvements to processes, tools, or platform capabilities.
• Technical & professional development:
• Continuously develop your technical skills through training and hands-on experience with emerging cloud, HPC, and AI infrastructure technologies.
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Additional Information

Job Summary: We are seeking a highly skilled Cloud Support Engineer to join our global Customer Support team. The primary goal of this team is to delight our customers worldwide by ensuring that any incident related to Radiant's Cloud Platform, High Performance Computing (HPC), and AI supercomputer fleet (some of the fastest machines in the world) is resolved swiftly and decisively in collaboration with our engineering teams and third-party suppliers. The Support team delivers 24/7, 365 on-call support using a "follow the sun" model to handle and resolve customer queries. As a Cloud Support Engineer, you will be a hands-on technical contributor, responsible for triaging, diagnosing, and resolving complex infrastructure issues while providing an exceptional customer experience. Past HPC or AI experience is not required. However, this role requires a strong background in customer-facing technical support, solid IT infrastructure fundamentals, and a desire to grow expertise in next-generation HPC and AI technologies such as GPUs, InfiniBand, parallel storage, and AI orchestration software. This is an excellent opportunity for an experienced support engineer to enter the AI infrastructure space and develop cutting-edge technical skills in a fast-growing industry. About our team: Radiant is at the forefront of AI infrastructure, revolutionising the connection between software and hardware for the AI era. Our mission is to empower AI teams with scalable, secure, and efficient infrastructure solutions that support seamless model training, deployment, and scaling. Join a team operating some of the world's most advanced high-performance computing infrastructure. As a Cloud Support Engineer, you will support cutting-edge GPU and CPU platforms - including the latest NVIDIA architectures - powering dense, large-scale compute environments used for AI, machine learning, and next-generation workloads. This is an opportunity to build expertise at the forefront of modern infrastructure, where reliability, scale, and performance matter every day. You'll collaborate with experienced engineers across a globally distributed organisation that values openness, inclusion, technical excellence, and continuous learning. We move quickly, solve meaningful challenges, and give people the space to make an impact. If you thrive in fast-paced environments, enjoy working with advanced technology, and want to help shape the future of high-performance compute, you'll find both challenge and opportunity here.

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