What are the responsibilities and job description for the Customer Success Engineer II position at Shadeform?
About Shadeform
Shadeform is the cloud marketplace for GPU infrastructure. We make it simple for AI teams to find, compare, and launch GPU capacity across every major cloud provider. We're a small, fast-moving team building critical infrastructure for the AI era.
We're looking for people who are genuinely excited about this space, comfortable with ambiguity, and want to do some of the best work of their careers.
About The Role
We're hiring a Customer Success Engineer II to help customers successfully use and scale AI infrastructure on Shadeform. As a technical point of contact, you'll investigate and resolve infrastructure, hardware, and platform issues, coordinating with internal teams and providers to tackle complex challenges and ensure customers get timely, effective support. You'll communicate clearly throughout the resolution process, maintain documentation that improves operational efficiency, and identify opportunities to enhance the customer experience. Success means consistently delivering high-quality support, meeting customer success objectives, and helping customers reliably access the infrastructure they depend on.
What You'll Do
We keep it efficient and transparent. Here's what to expect:
Compensation
Base salary: Negotiable
Benefits: Health, dental, vision, 401(k), flexible PTO
Compensation will depend on leveling and scope.
Working at Shadeform
We're a small team, which means people have a high degree of ownership and autonomy. The work moves quickly, but we care a lot about building durable systems and maintaining quality. Most problems here are ambiguous at first, and people who do well tend to enjoy figuring things out without a lot of process already in place.
We care deeply about clear thinking, strong execution, and working with people who raise the bar for the team around them. The AI infrastructure market is evolving quickly, and we think that creates an opportunity to rethink how modern technical companies approach marketing from the ground up.
Shadeform is an equal opportunity employer.
Shadeform is the cloud marketplace for GPU infrastructure. We make it simple for AI teams to find, compare, and launch GPU capacity across every major cloud provider. We're a small, fast-moving team building critical infrastructure for the AI era.
We're looking for people who are genuinely excited about this space, comfortable with ambiguity, and want to do some of the best work of their careers.
About The Role
We're hiring a Customer Success Engineer II to help customers successfully use and scale AI infrastructure on Shadeform. As a technical point of contact, you'll investigate and resolve infrastructure, hardware, and platform issues, coordinating with internal teams and providers to tackle complex challenges and ensure customers get timely, effective support. You'll communicate clearly throughout the resolution process, maintain documentation that improves operational efficiency, and identify opportunities to enhance the customer experience. Success means consistently delivering high-quality support, meeting customer success objectives, and helping customers reliably access the infrastructure they depend on.
What You'll Do
- Investigate, troubleshoot, and resolve customer-reported issues across infrastructure, platform, hardware, and Linux, coordinating with providers as needed.
- Manage server provisioning, deployments, and delivery timelines by coordinating across infrastructure providers and internal teams.
- Communicate proactively with customers throughout issue resolution and deployment, providing clear updates and setting expectations.
- Create and maintain documentation, troubleshooting guides, and operational playbooks that improve internal efficiency and the customer experience.
- Monitor recurring issues, identify root causes, and partner with engineering and product teams to drive fixes that improve reliability.
- Serve as a technical advocate for customers, surfacing trends and product feedback that shape continuous improvement.
- Consistently meet service levels, support KPIs, and customer success objectives while adapting to evolving team priorities.
- 2 years in a customer-facing technical role (Customer Success Engineering, Technical Support, Solutions Engineering, or similar), ideally supporting infrastructure or cloud products.
- Strong Linux fundamentals: comfortable navigating the command line, reading logs, diagnosing networking and hardware issues, and troubleshooting performance problems.
- Proven ability to manage multiple issues and deployments in parallel without dropping details or missing timelines.
- Excellent written and verbal communication, with a track record of explaining technical concepts clearly to both technical and non-technical audiences.
- A customer-first mindset paired with the judgment to know when to escalate, when to dig deeper, and when to loop in providers or internal teams.
- Comfort working in a fast-moving environment where priorities shift and processes are still being built.
- Bonus: Working knowledge of cloud and/or GPU infrastructure (compute, networking, storage); familiarity with GPU servers, drivers, or ML workloads is a strong plus.
- Bonus: Experience with provisioning/deployment workflows, scripting (Bash/Python), networking concepts (InfiniBand/RoCE, subnets), or working directly with infrastructure vendors.
We keep it efficient and transparent. Here's what to expect:
- Hiring manager interview — 45–60 minutes. A deeper conversation about your experience, how you work, and the specifics of the role.
- Team interviews — Conversations with members of the team focused on execution, communication, and how you approach building marketing programs in fast-moving environments.
- CEO interview — Every person who joins Shadeform meets with Ed before an offer is made. This is a conversation about trajectory, working style, and whether this is the right fit on both sides.
- Offer — If we're aligned, we'll move quickly. We aim to get from first conversation to offer in two weeks or less.
Compensation
Base salary: Negotiable
Benefits: Health, dental, vision, 401(k), flexible PTO
Compensation will depend on leveling and scope.
Working at Shadeform
We're a small team, which means people have a high degree of ownership and autonomy. The work moves quickly, but we care a lot about building durable systems and maintaining quality. Most problems here are ambiguous at first, and people who do well tend to enjoy figuring things out without a lot of process already in place.
We care deeply about clear thinking, strong execution, and working with people who raise the bar for the team around them. The AI infrastructure market is evolving quickly, and we think that creates an opportunity to rethink how modern technical companies approach marketing from the ground up.
Shadeform is an equal opportunity employer.