Cloud Support Engineer I (support Response) - Remote Eligible

Cloud Support Engineer

At Lambda Labs, we are seeking motivated and customer-focused Cloud Support Engineer to join our frontline support team. As a Cloud Support Engineer I, you will be the first point of contact for our customers, responsible for triaging and resolving incoming support requests. You'll balance fast, accurate issue identification with empathetic communication, ensuring customers feel supported while technical issues are routed or resolved efficiently. This role is central to maintaining uptime and customer satisfaction, as you will own the first layer of technical troubleshooting and escalation.

This position is part of our 24/7 coverage model and works the one of the following schedules:

Monday - Friday 8AM-5PM Central Time

Monday - Friday 3PM-12AM Central Time

Monday - Friday 11pm-8AM Central Time

Be the first point of contact for all incoming technical support questions and handle all customer interactions with understanding, empathy, and transparency.

Troubleshoot surface-level OS, hardware, and Lambda Stack issues for customers, and provide guidance on the best technical solutions that suit their needs.

Accurately triage, route, and escalate tickets to the appropriate teams while minimizing reassignment and maintaining clear ownership of customer communication.

Assist with initial incident response by identifying patterns, flagging broader impacts, and supporting communication workflows during high-severity events.

Work with our technical writing team to document solutions to common problems to enable future customer self-service.

Provide actionable feedback to internal teams on technical issues our customers face and, above all, act as the customer's advocate.

Collaborate closely with peers in a cohesive, customer-first team environment, sharing skills, knowledge, and experience.

Have a working knowledge of Linux, preferably Ubuntu, and are eager to deepen your technical expertise.

Possess excellent written and oral communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.

Thrive in a fast-paced environment, staying organized and effective while handling multiple customer interactions simultaneously.

Are detail-oriented and committed to accuracy in triage, escalation, and documentation.

Are a team player who values collaboration, knowledge sharing, and supporting your peers.

Bring a customer-first mindset, showing empathy and professionalism in every interaction.

Have familiarity with GPU hardware or workloads, or the desire to quickly learn how GPUs power modern ML and HPC environments.

Professional Linux administration experience in bare-metal, virtualized, and/or cloud environments.

Familiarity with private or hybrid cloud platforms such as Azure, AWS, and/or OCI.

Experience with monitoring, alerting, or observability tools for enterprise or cloud environments.

Shell and Python scripting proficiency.

Familiarity with datacenter hardware, including GPUs.

Experience with ticketing systems such as Zendesk, Jira, or ServiceNow.

Prior exposure to 24/7 support operations or participation in on-call rotations.

This is a salaried non-exempt role, eligible for overtime. The annual salary range for this position has been set based on market data and other factors. However, a salary higher or lower than this range may be appropriate for a candidate whose qualifications differ meaningfully from those listed in the job description.

Founded in 2012, Lambda Labs currently has ~400 employees and is growing fast. We offer generous cash & equity compensation. Our investors include Andra Capital, SGW, Andrej Karpathy, ARK Invest, Fincadia Advisors, G Squared, In-Q-Tel (IQT), KHK & Partners, NVIDIA, Pegatron, Supermicro, Wistron, Wiwynn, US Innovative Technology, Gradient Ventures, Mercato Partners, SVB, 1517, Crescent Cove. We are experiencing extremely high demand for our systems, with quarter over quarter, year over year profitability.

Our research papers have been accepted into top machine learning and graphics conferences, including NeurIPS, ICCV, SIGGRAPH, and TOG.

Health, dental, and vision coverage for you and your dependents.

Wellness and Commuter stipends for select roles.

401k Plan with 2% company match (USA employees).

Flexible Paid Time Off Plan that we all actually use.

You do not need to match all of the listed expectations to apply for this position. We are committed to building a team with a variety of backgrounds, experiences, and skills.

Lambda is an Equal Opportunity employer. Applicants are considered without regard to race, color, religion, creed, national origin, age, sex, gender, marital status, sexual orientation and identity, genetic information, veteran status, citizenship, or any other factors prohibited by local, state, or federal law.