Cloud Operations & Support Engineer (L1 / L2)
Bitdeer Technologies Group is a technology company providing Bitcoin mining solutions, mining hardware, data-center infrastructure, and AI cloud services. It serves individual, institutional, and enterprise customers globally.
Funding history
Investors
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About Bitdeer Technologies Group
Bitdeer provides vertically integrated Bitcoin mining and high-performance computing services. Its operations include mining equipment procurement and manufacturing, datacenter design and construction, equipment management, daily mining operations, cloud mining, and mining-related services. The company also offers AI cloud infrastructure and high-performance computing powered by NVIDIA GPUs for AI and machine-learning workloads, serving customers across global markets.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
Serve as the frontline for a public-cloud GPU platform by handling customer tickets, monitoring platform health, responding to alerts, troubleshooting infrastructure and service issues, escalating incidents, maintaining operational documentation, and reporting metrics.
Requirements
- 1+ years of experience in cloud or technical support, NOC, or IT operations
- Strong new graduates considered for L1
- Linux, networking, and cloud fundamentals
- Familiarity with GPU, CUDA, containers, virtual machines, bare metal, or storage
- Strong written English and customer communication
- Willingness to work follow-the-sun shifts
Responsibilities
- Handle customer support tickets and requests
- Triage, troubleshoot, and resolve customer issues within SLA targets
- Monitor platform health and respond to NOC alerts
- Assess incident severity and initiate incident handling
- Provide customer-facing status updates
- Troubleshoot GPU instances, virtual machines, bare metal, networking, drivers, CUDA, storage, billing, and quota issues
- Escalate issues with complete context
- Maintain runbooks, knowledge bases, and canned responses
- Participate in a 24/7 follow-the-sun shift rotation
- Track and report ticket and alert metrics
Benefits
- Attractive welfare benefits
- Training and mentoring
- Developmental opportunities
- Personal accountability, autonomy, fast growth, and learning opportunities
- Opportunity to contribute to new projects and processes