ABOUT HUT 8
Imagine the ultimate destination for those who want to work at the cutting edge of technology, energy, and infrastructure. We are High Performance Computing pioneers delivering reliable, secure, and scalable infrastrucutre within Canada to provide Enterprise Colocation, Cloud, and High Performance Computing services.
ABOUT THE ROLE
Reporting to the Director, Customer Experience, the Service Management Engineer will be responsible for ensuring the delivery and management of high-quality services to our clients. Contributing to Hut 8 HPC’s. This role requires frequent interaction with Platform, Data Centre, Network Teams, along with Customer Facing teams. As needed a secondary responsibility work with Hut 8 HPC Sales Team during Pre-Sales to identify client’s needs and support the design of technical solutions. The ideal candidate will possess a strong technical background, excellent problem-solving skills, and a customer-centric approach.
Some of the key responsibilities you should expect are the following:
Emerge yourself in full technical knowledge of Hut 8 HPC services and contribute to improvements
Service Delivery - Plan and Communicate all Implementation timelines and deliverables:
Coordination with Client/Client and Internal Account Management Teams
Hand-off to Operations in Service Now, and/or applicable CRM, along with updates to Operational Tools
Support VMware/Bare Metal Client provisioning and/or update resources
Perform quality assurance on new builds
Client Hand-Off – Share new builds and all applicable documentation/access with Clients; Trigger Billing & Post Implementation Client Check-In
Provided Weekly and Monthly Updates to Director, Customer Experience on implementation tasks
Maintain ownership of the Disaster Recovery (DR) Client Runbooks
Develop and Maintain Client DR Runbooks
Proactive Scheduling of DR with Clients minimum once a year
Ensure our NOC Technical Support Team are trained and provided access to runbook
Process Improvement – Create checklists to support implementation/provisioning with cross functional department; Create & Update Client Guides to support Hand-off process; Along continuous improvement on processes, systems and tools leveraged for manage DR, Cloud Provisioning, overall implementation processes (ie: Clean Order Package)
Potential for on-call availability for phone escalation in relation to Disaster Recovery accounts.
Monitoring Zerto Updates for issues, and engaging Platform Specialist support to remediate Zerto Client Issues
Presales Support – collaborate with Hut 8 HPC sales team to create customized solutions - Make recommendations on new and existing services
Co-Manage/Manage client migrations with Client Experience Manager
Support Quarterly Business reviews with Client and Account Team
ABOUT YOU
Commitment to excellence in every customer interaction
Able to work effectively in a team environment and without supervision
Adaptable to a constantly changing technical environment
Conceptual thinker that is highly analytical and able to handle large complex models
Excellent organizational skills with an ability to handle multiple priorities in a fast-paced environment.
Bachelor’s degree in computer science or software engineering or related experience
1- 3 years relevant experience supporting cloud and data centre technology
1- 3 years Combination of leading industry certifications in VMware vCentre/vCloud Foundation, VCP, MCSE, CCNP, ITIL, TOGA, Veeam, Fortinet and/or relevant experience
Knowledge of networking and security
Excellent organizational skills with an ability to handle multiple priorities in a fast-paced environment.
Working knowledge of GPUs, Bare Metal, Kubernetes, Ubuntu
Familiarity with change control and quality assurance
Knowledge in automation, configuration management, and current technologies
ABOUT THE WORK ENVIRONMENT
This role is remote or in office at Kelowna, BC. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
WHAT MAKES HUT 8 A GREAT PLACE TO WORK
Hut 8 offers a benefits and wellness program that includes medical, dental, vision, life, and short-term and long-term disability insurance, as well as paid time off. We are proud to invest in building the best team in the industry. At all levels of the organization, we are driven by an entrepreneurial spirit, radical transparency, and relentless growth mentality
At Hut 8 you will have the opportunity to:
Work with bright, driven peers from a range of educational and professional backgrounds including software development, energy, engineering, entrepreneurship, investment banking, private equity, and management consulting
Design and pitch new products, services, and other initiatives to a leadership team consisting of serial entrepreneurs and seasoned executives and backed by a board of directors consisting of industry veterans of energy, finance, and government
Debate ideas and alternatives in a truly meritocratic setting where the learning curve is steep and the lessons come from both senior and junior members of the team
Build a lifelong network of friends and professional connections at the cutting-edge intersection of technology, energy, and infrastructure