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Outlier Ventures
Outlier Ventures
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Support Engineer

Cudos

Cudos

Customer Service
Posted on Friday, April 26, 2024

About Us:

Cudo Ventures is a team of business leaders and developers who came together to live the mission of creating tech for good. Founded in 2017 by serial tech entrepreneur Matt Hawkins, our highly experienced team is joined by world-class advisors and investors including the Ex-President of Sony Playstation, Director of Blockchain at AMD, BGA, Brilliance Ventures & Moonrock Capital.

Our vision is to enable more efficient use of the world’s computing resources. Through our innovative platforms and network, we use spare computing power to create a decentralized, sustainable and connected world. We aim to empower people and organisations to earn and save through cheaper, accessible, and sustainable computing by utilising spare capacity.

At our core, we design and develop cutting edge technology. CUDOS is the decentralised, cloud-computing Network powered by Cudo Compute, connecting consumers of cloud computing to providers looking to monetise their underutilised hardware. By creating the platform, powered by the CUDOS Token, Cudo is able to provide organizations with up to 10x more cost-effective computing. Cudos unites Cloud and Blockchain.

We are scaling and hiring talented people globally to join us on our journey. Regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics, we want everyone to feel welcome. We are committed to building a diverse and inclusive equal opportunity workplace everyone can call home. For more information, please visit us at www.cudoventures.com, www.cudocompute.com and CUDOS | Cloud Infrastructure for Web3 .

The Role:

We are looking for a Support Engineer to join the team. Sitting in the Service team, you'll be an experienced Support Engineer, confident in owning and resolving customer problems.

What you’ll get to do:

  • Take ownership of customer incidents reported, and see them through to completion
  • Provide technical assistance via support desk system, email, and messaging systems
  • Collaborate cross-functionally to escalate complex issues
  • Process and document error reports and performance metric non-conformances
  • Track and maintain workflows for on and off platform customer onboarding
  • Develop and maintain knowledge-bases and FAQ documents
  • Liaise with and instruct data‑centre support and remote-hands engineers
  • Deliver training exercises for internal staff and partners
  • Work together with product managers to guide future planning of Cudo's software
  • Fervently extol and support advancement of agendas that enhance the customer experience
  • Adopt and advocate our vision, always considering our ethical and environmental stances
  • Achieve or exceed your department's and your individual KPIs in line with OKRs

What you’ll bring with you:

  • Significant IT helpdesk work in an XaaS organisation
  • Good familiarity with x86 server hardware
  • Good familiarity with Linux/BSD‑based systems
  • Exceptional customer-facing communication skills
  • Bonus points for experience in working environments with many concurrently-running projects, familiarity with colocation data centre environments or familiarity with distributed storage and hypervisor environments

What we offer:

  • Share options (dependent on employment status) and CUDOS token options.
  • Unlimited holiday policy - we don’t believe in limiting how much time you need to rest away from work (employees only).
  • 100% Remote working
  • Fantastic opportunities to develop - we have a habit of promoting in house.
  • A great team with a passion for working collaboratively.
  • Enhanced family friendly policies
  • A truly flexible workplace

This role is open to candidates within the UTC −5 to -6 time zone only.