Note: The job is a remote job and is open to candidates in USA. Shadeform is the cloud marketplace for GPU infrastructure, simplifying the process for AI teams to access GPU capacity across major cloud providers. The Customer Success Engineer II will be responsible for helping customers effectively use and scale AI infrastructure, resolving technical issues, and enhancing the overall customer experience.

Responsibilities

• 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

Skills

• 2+ years in a customer-facing technical role (Customer Success Engineering, Technical Support, Solutions Engineering, or similar), ideally supporting infrastructure or cloud products
• 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
• Working knowledge of cloud and/or GPU infrastructure (compute, networking, storage); familiarity with GPU servers, drivers, or ML workloads is a strong plus
• 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

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