Escalation / L3 Support Engineer

Job description

About Bitdeer: Bitdeer is a world-leading technology company for Bitcoin mining and AI cloud. Bitdeer is committed to providing comprehensive Bitcoin mining solutions for its customers. Apart from designing industry-leading ASIC chips and manufacturing mining rigs, the Group handles complex processes involved in computing across the value chain. This includes equipment procurement, transport logistics, datacenter design and construction, equipment management, and network and facility operations. Bitdeer also offers advanced cloud capabilities to customers with a high demand for artificial intelligence. Headquartered in Singapore, Bitdeer operates globally with a diversified 3 GW energy portfolio, and deploys Bitcoin mining and HPC datacenters in the United States, Bhutan, Norway, Canada, Malaysia, and Ethiopia. About the team: As the deep-technical tier of the operations center, the L3 / Escalation Support Engineer owns the hardest customer issues and platform incidents, and is the bridge between front-line support and Engineering / SRE. You turn recurring escalations into permanent fixes and better runbooks. What you will be responsible for: Own complex, escalated customer issues and platform incidents end-to-end to resolution. Deep-dive troubleshooting across GPU compute, networking / SDN, storage, drivers / CUDA, control plane, and billing. Act as the bridge to SRE / Compute / R&D; drive root-cause analysis and permanent fixes. Lead or support incident handling and post-incident reviews; feed learnings back into runbooks and monitoring. Mentor L1 / L2 and improve the knowledge base and escalation quality. Participate in an on-call escalation rotation. How you will stand out: 5+ years in cloud / infra technical support, escalation, or SRE-adjacent roles. Strong hands-on across Linux, networking, and cloud infrastructure; GPU / CUDA / HPC experience strongly preferred. Proven track record resolving complex production issues and doing root-cause analysis. Excellent written English and cross-team communication. Comfortable with on-call and incident leadership. What you will experience working with us: A culture that values authenticity and diversity of thoughts and backgrounds; An inclusive and respectable environment with open workspaces and exciting start-up spirit; Fast-growing company with the chance to network with industrial pioneers and enthusiasts; Ability to contribute directly and make an impact on the future of the digital asset industry; Involvement in new projects, developing processes/systems; Personal accountability, autonomy, fast growth, and learning opportunities; Attractive welfare benefits and developmental opportunities such as training and mentoring. -------------------------------------------------------------------- Bitdeer is committed to providing equal employment opportunities in accordance with country, state, and local laws. Bitdeer does not discriminate against employees or applicants based on conditions such as race, colour, gender identity and/or expression, sexual orientation, marital and/or parental status, religion, political opinion, nationality, ethnic background or social origin, social status, disability, age, indigenous status, and union. #LI-ST1