Cloud Support Engineer (L1) in London

We are seeking a Cloud Support Engineer (L1) to join our global Customer Support team and act as the first point of contact for customers using Radiant’s Cloud Platform, High Performance Computing (HPC), and AI supercomputer infrastructure. The primary goal of the L1 Support team is to deliver an excellent customer experience by responding quickly, communicating clearly, and ensuring every incident is correctly triaged, documented, and routed for resolution. The team operates a 24/7, 365 “follow the sun” on-call support model to ensure continuous coverage for our global customer base.

As a Cloud Support Engineer (L1), you will focus on initial incident response, issue classification, basic troubleshooting, and escalation to L2/L3 engineering teams when required. This role is ideal for someone early in their cloud or infrastructure support career who is eager to develop skills in AI and HPC technologies while working in a fast-paced, customer-facing environment.

Radiant is at the forefront of AI infrastructure, revolutionising the connection between software and hardware for the AI era. Our mission is to empower AI teams with scalable, secure, and efficient infrastructure solutions that support seamless model training, deployment, and scaling.

Key Responsibilities:

• Act as the initial point of contact for all incoming customer queries via ticketing systems, chat, or other support channels.
• Assess incoming incidents to determine severity, impact, and urgency.
• Perform first-level diagnostics using runbooks, monitoring tools, and standard procedures.
• Ensure all incidents are thoroughly documented.
• Escalate unresolved or complex incidents to L2/L3 support teams in a timely manner.
• Maintain clear, professional, and empathetic communication with customers throughout the incident lifecycle.
• Participate in Radiant’s continuous “follow the sun” support model.
• Support interactions with third-party vendors as required.
• Contribute to the creation and maintenance of support documentation, FAQs, and runbooks.
• Participate in retrospectives and feedback sessions.
• Actively build foundational knowledge of cloud infrastructure, Linux systems, and AI/HPC technologies.

Qualifications:

• Degree in Computer Science or a related STEM subject, or equivalent practical experience.
• 1–3+ years of experience in a customer-facing technical support or service desk role.
• Basic knowledge of Linux operating systems and command-line tools.
• Familiarity with cloud or datacentre environments is an advantage, but not required.
• Understanding of IT service management concepts.
• Strong communication skills with the ability to explain technical issues clearly to non-expert users.
• Highly organised, detail-oriented, and comfortable following structured processes.
• A positive, customer-first mindset with the ability to stay calm and effective under pressure.
• Willingness to learn and grow in a fast-moving, technically complex environment.

What sets us apart is our blend of modern technology, competitive benefits, and an open, welcoming work culture that enables our people to thrive. Here are just some of the great things you can expect from us:

• 25 days of annual leave
• A culture that emphasises results over hierarchy, process & ego.
• Open communication, regular feedback.
• Learning Time: dedicated learning time to focus on new skills.
• Health & Wellbeing: private medical insurance via Bupa.
• Cycle to Work Scheme.
• Gympass subscription to a variety of gyms and wellbeing apps.
• Participation in the company shares program.
• Enhanced parental pay & leave.