Escalation / L3 Support Engineer

About the role

The Escalation / L3 Support Engineer is the deep‑technical tier of Bitdeer's Operations Center. You will own the toughest customer issues and platform incidents, bridging front‑line support with Engineering and SRE teams to turn recurring problems into permanent fixes.

Key responsibilities

• Own complex, escalated customer issues and platform incidents from detection to resolution.
• Perform deep‑dive troubleshooting across GPU compute, networking/SDN, storage, drivers/CUDA, control plane, and billing systems.
• Collaborate with SRE, Compute, and R&D teams to drive root‑cause analysis and implement permanent solutions.
• Lead incident handling, conduct post‑incident reviews, and update runbooks and monitoring.
• Mentor L1/L2 engineers, improve the knowledge base, and enhance escalation quality.
• Participate in an on‑call escalation rotation.

Required profile

• 5+ years of experience in cloud or infrastructure technical support, escalation, or SRE‑adjacent roles.
• Strong hands‑on expertise with Linux, networking, and cloud infrastructure; GPU/CUDA/HPC experience is a plus.
• Proven track record of resolving complex production issues and conducting root‑cause analysis.
• Excellent written English and ability to communicate across multiple teams.
• Comfortable with on‑call duties and incident leadership.

Required skills

• Linux
• Networking
• Cloud infrastructure
• GPU
• CUDA
• HPC
• Device drivers
• SDN
• Storage

What we offer

• A culture that values authenticity, diversity, and inclusive collaboration.
• Fast‑growing environment with opportunities to network with industry pioneers.
• Direct impact on the future of digital assets, AI cloud, and Bitcoin mining.
• Involvement in new projects, process development, and system design.
• Personal accountability, autonomy, and rapid professional growth.
• Attractive welfare benefits, training programs, and mentorship.