radiant - Cloud Infrastructure Support Engineer
Requirements
• You may occasionally be required to travel globally to support Radiant initiatives, such as assisting on-site in one of our facilities or attending key industry events. • Degree in Computer Science or a related STEM subject, or equivalent industry experience. • 3–5+ years of experience in a customer-facing technical support or cloud operations role. • Proven experience working with cloud, datacenter, and Linux environments. • Strong foundation in Linux system administration. • Familiarity with IT service management practices (e.g. ITIL concepts) is desirable. • Strong problem-solving skills and the ability to troubleshoot complex technical issues under pressure. • Excellent written and spoken communication skills (English), with the ability to explain technical concepts clearly to customers and internal teams. • A proactive, curious mindset and the resilience to thrive in a fast-paced, evolving environment. • Set the standard: Every single day, you spot opportunities to constructively shake things up • Inspire the change: There’s no blueprint for the future. You’ll embrace challenges and change • You’re real and you’re true to yourself: We cherish and celebrate diversity so you’ll feel right at home whoever you are and whoever you’re talking to, you treat everyone the same.
Responsibilities
• Maintain the highest levels of customer satisfaction: you will ensure the brightest minds in the AI industry, who work on bleeding edge technologies, remain delighted at all times. You will play a key role firmly establishing Radiant as a specialist cloud provider offering the highest possible quality of service and support. • 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: • Health & Wellbeing: we want everyone to feel healthy and happy, so we offer private medical insurance via Bupa. • Cycle to Work Scheme: we're committed to building a sustainable business, so we encourage cycling to work. • Gympass subscription to a variety of gyms and wellbeing apps • Participation in the company shares program • Enhanced parental pay & leave
Benefits
• What sets us apart is our blend of modern technology, competitive benefits, and an open, welcoming work culture that enables our people to thrive. • Here are just some of the great things you can expect from us: • 25 days of annual leave • A culture that emphasises results over hierarchy, process & ego: we place great emphasis on the quality, ingenuity and creativity of work. • Open communication, regular feedback: we value smooth collaboration, direct and actionable feedback, and believe that leading with empathy and a growth mindset makes us better together.
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