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 gather