Cloud Support Engineer (L1)

Job Summary:

We are seeking a Cloud Support Engineer (L1) to join our global Customer Support team and act as the first point of contact for customers using Radiant’s Cloud Platform, High Performance Computing (HPC), and AI supercomputer infrastructure.

The primary goal of the L1 Support team is to deliver an excellent customer experience by responding quickly, communicating clearly, and ensuring every incident is correctly triaged, documented, and routed for resolution. The team operates a 24/7, 365 “follow the sun” on-call support model to ensure continuous coverage for our global customer base.

As a Cloud Support Engineer (L1), you will focus on initial incident response, issue classification, basic troubleshooting, and escalation to L2/L3 engineering teams when required. This role is ideal for someone early in their cloud or infrastructure support career who is eager to develop skills in AI and HPC technologies while working in a fast-paced, customer-facing environment.

About our team:

Radiant is at the forefront of AI infrastructure, revolutionising the connection between software and hardware for the AI era. Our mission is to empower AI teams with scalable, secure, and efficient infrastructure solutions that support seamless model training, deployment, and scaling.

Join a team operating some of the world’s most advanced high-performance computing infrastructure. As a Cloud Support Engineer, you will support cutting-edge GPU and CPU platforms — including the latest NVIDIA architectures — powering dense, large-scale compute environments used for AI, machine learning, and next-generation workloads.

This is an opportunity to build expertise at the forefront of modern infrastructure, where reliability, scale, and performance matter every day. You’ll collaborate with experienced engineers across a globally distributed organisation that values openness, inclusion, technical excellence, and continuous learning.

We move quickly, solve meaningful challenges, and give people the space to make an impact. If you thrive in fast-paced environments, enjoy working with advanced technology, and want to help shape the future of high-performance compute, you’ll find both challenge and opportunity here.

Key Responsibilities:

• First-line customer support:
  Act as the initial point of contact for all incoming customer queries via ticketing systems, chat, or other support channels. Acknowledge issues promptly and set clear expectations for next steps.

• Incident triage and classification:
  Assess incoming incidents to determine severity, impact, and urgency. Correctly categorise, prioritise, and assign tickets in line with defined SLAs and support procedures.

• Initial investigation and basic troubleshooting:
  Perform first-level diagnostics using runbooks, monitoring tools, and standard procedures to identify common issues, collect relevant logs, metrics, and configuration details, and resolve straightforward problems where possible.

• Accurate documentation:
  Ensure all incidents are thoroughly documented, including symptoms, customer impact, troubleshooting steps taken, and supporting evidence to enable efficient escalation.

• Escalation and handover:
  Escalate unresolved or complex incidents to L2/L3 support teams in a timely manner, providing clear summaries and all required diagnostic information. Participate in structured handovers to ensure continuity across support shifts.

• Customer communication:
  Maintain clear, professional, and empathetic communication with customers throughout the incident lifecycle, providing updates and ensuring a positive support experience.

• 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 coordination (as required):
  Support interactions with third-party vendors by gathering information and following established processes when hardware replacements or external diagnostics are needed.

• Knowledge base contribution:
  Contribute to the creation and maintenance of support documentation, FAQs, and runbooks by capturing recurring issues and common resolutions.

• Continuous improvement:
  Participate in retrospectives and feedback sessions, helping to identify patterns, recurring issues, or process gaps that can improve support efficiency and customer satisfaction.

• Learning and development:
  Actively build foundational knowledge of cloud infrastructure, Linux systems, and AI/HPC technologies through training, mentoring, and hands-on exposure.

Qualifications:

• Degree in Computer Science or a related STEM subject, or equivalent practical experience.

• 1–3+ years of experience in a customer-facing technical support or service desk role.

• Basic knowledge of Linux operating systems and command-line tools.

• Familiarity with cloud or datacenter environments is an advantage, but not required.

• Understanding of IT service management concepts (e.g. ticketing systems, SLAs, incident management).

• Strong communication skills with the ability to explain technical issues clearly to non-expert users.

• Highly organised, detail-oriented, and comfortable following structured processes.

• A positive, customer-first mindset with the ability to stay calm and effective under pressure.

• Willingness to learn and grow in a fast-moving, technically complex environment.

Our values:

• 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.

Why should you join us?

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.

• Learning Time: we all have dedicated learning time to focus on new skills, projects or interests that lay outside of your day-to-day job.

• 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