About Ori
Ori Industries 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.
Job Description
We are seeking a highly skilled Cloud Support Engineer to join our global Customer Support team. The primary goal of this team is to delight our customers worldwide by ensuring that any incident related to Ori's Cloud Platform, High Performance Computing (HPC), and AI supercomputer fleet (some of the fastest machines in the world) is resolved swiftly and decisively in collaboration with our engineering teams and third-party suppliers.
The Support team delivers 24/7, 365 on-call support using a "follow the sun" model to handle and resolve customer queries. As a Cloud Support Engineer, you will be a hands-on technical contributor, responsible for triaging, diagnosing, and resolving complex infrastructure issues while providing an exceptional customer experience.
Past HPC or AI experience is not required. However, this role requires a strong background in customer-facing technical support, solid IT infrastructure fundamentals, and a desire to grow expertise in next-generation HPC and AI technologies such as GPUs, InfiniBand, parallel storage, and AI orchestration software.
This is an excellent opportunity for an experienced support engineer to enter the AI infrastructure space and develop cutting-edge technical skills in a fast-growing industry.
Role Responsibilities
* Maintain the highest levels of customer satisfaction: you will ensure the brightest minds in the AI industry, who work on bleeding edge technologies, remain delighted at all times. You will play a key role firmly establishing Ori as a specialist cloud provider offering the highest possible quality of service and support.
* Manage the daily operations of the IT service desk: you will act as a line manager in charge of delegating and tracking team objectives, coaching colleagues, and growing the L1/L2 infrastructure support function in line with Ori's deployments roadmap.
* Deliver outstanding customer support:
Ensure customers working on cutting-edge AI technologies receive timely, professional, and high-quality support at all times, helping to firmly establish Ori as a specialist cloud provider known for excellence.
* Respond to incoming customer queries:
Act as the owner of assigned incidents by triaging requests, gathering relevant information (logs, metrics, reproducers), documenting findings, and driving issues toward resolution.
* Advanced troubleshooting:
Diagnose and debug sophisticated hardware and software issues across cloud, Linux, and datacenter environments. Resolve incidents independently where possible or propose effective workarounds.
* Incident escalation and collaboration:
Work closely with L3 and L4 support teams within Engineering to escalate complex issues, coordinate corrective actions, and restore affected systems to operational standards.
* 24/7 support participation:
Participate in Ori'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 interactions:
Collaborate with third-party vendors when necessary to accelerate issue resolution, including coordinating diagnostics and hardware replacements.
* New system delivery support:
Occasionally contribute to the deployment of new AI supercomputers, assisting with installation, configuration, validation, and acceptance testing.
* Documentation and knowledge sharing:
Contribute to troubleshooting guides, runbooks, and internal documentation to improve support efficiency and knowledge reuse across the organisation.
* Continuous improvement:
Participate in retrospectives and lessons-learned sessions with Support, Engineering, and Product teams, and proactively suggest improvements to processes, tools, or platform capabilities.
* Technical & professional development:
Continuously develop your technical skills through training and hands-on experience with emerging cloud, HPC, and AI infrastructure technologies.
Qualifications:
* Degree in Computer Science or a related STEM subject, or equivalent industry experience.
* 3–5+ years of experience in a customer-facing technical support or cloud operations role.
* Proven experience working with cloud, datacenter, and Linux environments.
* Strong foundation in Linux system administration.
* Familiarity with IT service management practices (e.g. ITIL concepts) is desirable.
* Strong problem-solving skills and the ability to troubleshoot complex technical issues under pressure.
* Excellent written and spoken communication skills (English), with the ability to explain technical concepts clearly to customers and internal teams.
* A proactive, curious mindset and the resilience to thrive in a fast-paced, evolving environment.
Salary Range Information
Based on market data and other factors, the salary range for this position will vary depending on the candidate's experience.
Qualities we look for:
* 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:
* 30 days of annual leave: we value your peace of mind. With 30 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally.
* 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 Aviva.
* 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
Diversity, Equity, Inclusion and Belonging
We are an equal opportunity employer and we strive to reduce unconscious bias throughout our hiring process. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. To ensure our recruitment processes provide an equal opportunity for all applicants to succeed, we encourage you to let us know if there are any adjustments that we can make.