Customer Success Engineer II

🔥 1 hour ago

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Shadeform

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

☁️ SaaS

🏪 Marketplace

🤝 B2B

💰 Seed on 2023-08

SaaS • Marketplace • B2B

Shadeform is a platform and GPU cloud marketplace that simplifies large-scale GPU procurement and deployments. It provides a single console to provision high-quality GPU instances across 30+ cloud providers with centralized billing and support, and supports deployments across 100+ regions. Shadeform offers on-demand instances, instantly deployable GPU clusters, and reserved commitments aimed at AI workloads (model training and inference), and helps customers reduce GPU spend by up to 90% versus major public clouds. It also operates a vetted provider network and quotes/reservation process to match customers with GPU capacity worldwide.

📋 Description

• Investigate, troubleshoot, and resolve customer-reported issues across infrastructure, platform, hardware, and Linux, coordinating with providers as needed. • Manage server provisioning, deployments, and delivery timelines by coordinating across infrastructure providers and internal teams. • Communicate proactively with customers throughout issue resolution and deployment, providing clear updates and setting expectations. • Create and maintain documentation, troubleshooting guides, and operational playbooks that improve internal efficiency and the customer experience. • Monitor recurring issues, identify root causes, and partner with engineering and product teams to drive fixes that improve reliability. • Serve as a technical advocate for customers, surfacing trends and product feedback that shape continuous improvement. • Consistently meet service levels, support KPIs, and customer success objectives while adapting to evolving team priorities.

🎯 Requirements

• 2+ years in a customer-facing technical role (Customer Success Engineering, Technical Support, Solutions Engineering, or similar) • Strong Linux fundamentals: comfortable navigating the command line, reading logs, diagnosing networking and hardware issues, and troubleshooting performance problems • Proven ability to manage multiple issues and deployments in parallel without dropping details or missing timelines • Excellent written and verbal communication, with a track record of explaining technical concepts clearly to both technical and non-technical audiences • A customer-first mindset paired with the judgment to know when to escalate, when to dig deeper, and when to loop in providers or internal teams • Comfort working in a fast-moving environment where priorities shift and processes are still being built • Bonus: Working knowledge of cloud and/or GPU infrastructure (compute, networking, storage); • Bonus: Experience with provisioning/deployment workflows, scripting (Bash/Python), networking concepts (InfiniBand/RoCE, subnets), or working directly with infrastructure vendors.

🏖️ Benefits

• Health, dental, vision • 401(k) • Flexible PTO