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Service Management Engineer I

Kelowna, BC

ABOUT HUT 8

Imagine the ultimate destination for those who want to work at the cutting edge of technology, energy, and infrastructure. Hut 8 is on a mission to build and operate some of the world’s largest data centers for next-generation computing workloads, including AI, Colocation, Cloud, and Bitcoin Mining. We are proud to offer interesting and challenging opportunities for individuals who want to build teams, solve problems, and make an impact from day one. If you’re an ambitious individual looking for a career that is as rewarding as it is challenging, you’ve come to the right place.

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 (i.e.: 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 center 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. This position offers a salary range of $50,000 to $60,000 CAD.

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

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