Escalation L3 Support Engineer
Bitdeer is a NASDAQ-listed (BTDR) high-performance computing and Bitcoin mining company headquartered in Singapore. It provides end-to-end Bitcoin mining solutions (mining hardware like SEALMINER, Minerbase containers, cloud mining, hosting, and mining farm/data center operations) as well as AI Cloud services offering GPU compute (NVIDIA GB200 NVL72, B200, H200, H100) for AI training and deployment. Its customers range from individual and institutional Bitcoin miners to enterprises and developers needing scalable AI/ML compute infrastructure.
Funding history
Investors
About Bitdeer
Bitdeer Technologies Group is a NASDAQ-listed (ticker: BTDR) technology company headquartered in Singapore that describes itself as a "world-leading" high-performance computing platform and Bitcoin mining services provider. The company is vertically integrated across the value chain, spanning IC design and hardware manufacturing (its own SEALMINER ASIC miners and Minerbase mobile cooling containers), infrastructure construction and cloud mining, and artificial intelligence/high-performance computing. Bitdeer handles the full range of mining-related processes for its customers, including equipment procurement, transport logistics, datacenter design and construction, equipment management, and daily operations, and offers institutional services, a hash rate market, and a miner rights trading marketplace via its mobile apps (Bitdeer App and Minerplus App). Since 2013 Bitdeer has built more than 30 data centers globally and currently operates 9 large-scale data centers (including one of North America's largest) with roughly 3GW of diversified energy capacity and tens of exahashes of managed hash rate, with major operations in the United States, Bhutan, Norway, Canada, Malaysia, and Ethiopia. Since 2023 it has also been expanding a global AI infrastructure business (Bitdeer AI Cloud), powered by thousands of NVIDIA GPUs (including GB200 NVL72 and B200, with GB300 NVL72 and B300 planned), offering turnkey AI datacenter solutions and GPU cloud compute for AI training and deployment starting at around $2/hour. Bitdeer serves both individual/retail Bitcoin miners and institutional clients, as well as AI developers and enterprises seeking scalable, energy-efficient compute.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own complex escalated customer issues and platform incidents from investigation through resolution. You will troubleshoot GPU compute, networking, storage, drivers, CUDA, control plane, and billing issues; lead root-cause analysis and incident reviews; improve runbooks and monitoring; mentor L1 and L2 support; and participate in an on-call escalation rotation.
Requirements
- 5+ years in cloud or infrastructure technical support, escalation, or SRE-adjacent roles
- Linux, networking, and cloud infrastructure experience
- GPU, CUDA, or HPC experience strongly preferred
- Experience resolving complex production issues and performing root-cause analysis
- Excellent written English and cross-team communication
- Comfort with on-call work and incident leadership
Responsibilities
- Own complex escalated customer issues and platform incidents through resolution
- Troubleshoot GPU compute, networking, storage, drivers, CUDA, control plane, and billing issues
- Bridge support with SRE, Compute, and R&D teams
- Drive root-cause analysis and permanent fixes
- Lead or support incident handling and post-incident reviews
- Improve runbooks, monitoring, the knowledge base, and escalation quality
- Mentor L1 and L2 support
- Participate in an on-call escalation rotation
Benefits
- Welfare benefits