Senior Customer Support Engineer

At Verda, we're building a fully featured European AI cloud, covering everything needed to train, experiment with, and deploy AI models at scale. We are a full-stack AI infrastructure company, meaning we design, operate, and optimize the compute powering modern AI workloads across training and inference. Our infrastructure runs on 100% renewable energy, helping build a more sustainable AI ecosystem. About the role As a Senior Customer Support Engineer, you own the deepest technical problems our customers bring us and act as the bridge between support, engineering, and product. You are the person the team turns to when an escalation is genuinely hard, when an enterprise customer needs a clear answer under pressure, and when a recurring issue needs to be understood at the root and eliminated for good. You will work directly with engineering on bug triage and feature requests driven by real support data, and serve as the subject matter expert for one or more product areas. As we scale rapidly, your judgment shapes how we run support: the playbooks, the tooling, and the next generation of team members you train. Your responsibilities - Own the most complex, high-impact escalations, including enterprise customer issues. - Serve as subject matter expert (SME) for one or more product areas in the customer support team. - Work directly with engineering on bug triage and on feature requests driven by support data. - Onboard and train L1 and L2 team members. - Proactively identify trends in ticket data and surface them to product teams. Your key competencies - 5+ years of experience in a technical role at a cloud provider. - Bachelor's degree in CS, IT, or a related field (or equivalent experience). - Hands-on experience with GPU and virtualization concepts in production. - Networking fundamentals for connectivity troubleshooting (SSH access, firewall and port rules, TCP/IP routing and reachability) and comfort with database queries. - Strong scripting ability (Python, Bash). - REST API debugging. - Experience building automations with AI tools to reduce repetitive support work. - Excellent written and verbal communication in English with technical and non-technical audiences, plus leadership and stakeholder management. Nice to have - Relevant certifications: Linux Foundation Certified System Administrator (LFCS), Nvidia AI Operations Certificate, Certified Kubernetes Administrator (CKA). - Experience running and debugging multi-node GPU clusters. - Experience mentoring or training support engineers. Practicalities - Work mode: On-site. This role requires presence in our Helsinki office 5 days per week. - This role follows a rotational shift pattern to ensure 24/7 coverage for our international markets. - Level of expertise: Senior. - Employment type: Full-time and permanent.

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