About Ori

Ori Industries 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. 

Job Summary

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 Ori’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.

Role Responsibilities 

• First-line customer support:
  Act as the initial point of contact for all incoming customer queries via ticketing systems, chat, or other support channels. Acknowledge issues promptly and set clear expectations for next steps.

• Incident triage and classification:
  Assess incoming incidents to determine severity, impact, and urgency. Correctly categorise, prioritise, and assign tickets in line with defined SLAs and support procedures.

• Initial investigation and basic troubleshooting:
  Perform first-level diagnostics using runbooks, monitoring tools, and standard procedures to identify common issues, collect relevant logs, metrics, and configuration details, and resolve straightforward problems where possible.

• Accurate documentation:
  Ensure all incidents are thoroughly documented, including symptoms, customer impact, troubleshooting steps taken, and supporting evidence to enable efficient escalation.

• Escalation and handover:
  Escalate unresolved or complex incidents to L2/L3 support teams in a timely manner, providing clear summaries and all required diagnostic information. Participate in structured handovers to ensure continuity across support shifts.

• Customer communication:
  Maintain clear, professional, and empathetic communication with customers throughout the incident lifecycle, providing updates and ensuring a positive support experience.

• 24/7 support participation:
  Participate in Ori’s continuous “follow the sun” support model, ensuring effective handover of tickets between regions. Work outside standard business hours may be required, including being a part of an on-call rota. This will be adequately compensated.

• Vendor coordination (as required):
  Support interactions with third-party vendors by gathering information and following established processes when hardware replacements or external diagnostics are needed.

• Knowledge base contribution:
  Contribute to the creation and maintenance of support documentation, FAQs, and runbooks by capturing recurring issues and common resolutions.

• Continuous improvement:
  Participate in retrospectives and feedback sessions, helping to identify patterns, recurring issues, or process gaps that can improve support efficiency and customer satisfaction.

• Learning and development:
  Actively build foundational knowledge of cloud infrastructure, Linux systems, and AI/HPC technologies through training, mentoring, and hands-on exposure.

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 datacenter environments is an advantage, but not required.

• Understanding of IT service management concepts (e.g. ticketing systems, SLAs, incident management).

• 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.

Bonus Requirements

• Experience in tech and cloud.

• Knowledge of international law or experience with cross-border transactions.

• Familiarity with intellectual property, data privacy, or regulatory compliance.

Salary Range Information 

Based on market data and other factors, the salary range for this position will vary depending on the candidate’s experience.

Career Progression

Ori is committed to developing talent and providing clear progression paths within the Cloud Support organisation. This role is the first step in a structured technical support career, with opportunities to grow into more advanced engineering positions as skills and experience develop.

Qualities we look for:

• Set the standard: Every single day, you spot opportunities to constructively shake things up.

• Inspire the change: There's no blueprint for the future. You’ll embrace challenges and change.

• You’re real and you’re true to yourself: We cherish and celebrate diversity so you’ll feel right at home whoever you are and whoever you’re talking to, you treat everyone the same.

Why should you join us?

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:

• 30 days of annual leave: we value your peace of mind. With 30 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally.

• A culture that emphasises results over hierarchy, process & ego: we place great emphasis on the quality, ingenuity and creativity of work.

• Open communication, regular feedback: we value smooth collaboration, direct and actionable feedback, and believe that leading with empathy and a growth mindset makes us better together.

• Learning Time: we all have dedicated learning time to focus on new skills, projects or interests that lay outside of your day-to-day job.

• Health & Wellbeing: we want everyone to feel healthy and happy, so we offer private medical insurance via Aviva.

• Cycle to Work Scheme: we're committed to building a sustainable business, so we encourage cycling to work.

• Gympass subscription to a variety of gyms and wellbeing apps

• Participation in the company shares program

• Enhanced parental pay & leave

Diversity, Equity, Inclusion and Belonging

We are an equal opportunity employer and we strive to reduce unconscious bias throughout our hiring process. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. To ensure our recruitment processes provide an equal opportunity for all applicants to succeed, we encourage you to let us know if there are any adjustments that we can make.