Cloud Support Engineer
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Job Location:
San Jose, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
Cloud Support Engineer
Location :- San Jose CA - Onsite (local candidate only)
Rate :- 55/hr on C2C
Visa Status: USC and GC
(Please do not disclose this or post it anywhere. This is for internal reference only.)
Visa Status: USC and GC
(Please do not disclose this or post it anywhere. This is for internal reference only.)
Note: Onsite at San Jose (because of the need to work with export-controlled ITAR/CUI data) and another one could be onsite or in India. Both positions are identical except for the ITAR requirement for one.
We are seeking a highly motivated Contract Support Engineer to support our secure cloud based silicon chip design environments used by our external customers for mission critical EDA and HPC workloads. This role is customer facing and service oriented requiring not only strong technical expertise but also a commitment to responsiveness professionalism and delivering an exceptional customer experience.
The Support Engineer will be responsible for maintaining system reliability resolving issues quickly and accurately and proactively improving the platform through automation and agentic AI. Success in this role is measured not just by technical outcomes but by customer satisfaction trust and confidence in the service.
This position involves working with export restricted data (ITAR/CUI) and supporting secure environments with high operational and compliance standards.
Key Responsibilities
Customer Support & Service Excellence
- Serve as a primary technical support contact for external customers using secure cloud based silicon design platforms
- Deliver timely responsive and high quality support ensuring customer issues are acknowledged communicated and resolved effectively
- Actively focus on delighting customers by minimizing downtime anticipating needs and exceeding service expectations
- Clearly communicate technical issues status updates and resolutions to customers with varying levels of technical expertise
- Build trust with customers through professionalism accountability and consistent follow through
Platform & Environment Support
- Support and troubleshoot Linux based cloud environments used for silicon design and verification workflows
- Maintain availability performance and reliability of secure multi tenant environments
- Diagnose and resolve system level issues across compute storage networking and identity services
HPC Licensing & Performance Management
- Monitor HPC cluster performance job throughput and queue health
- Identify and remediate HPC job performance issues including scheduler configuration resource contention I/O bottlenecks and memory constraints
- Troubleshoot and resolve license availability utilization and checkout issues impacting customer workloads
- Support distributed resource managers (e.g. Slurm LSF SGE or similar technologies)
Automation & Agentic AI
- Develop and maintain automation to streamline recurring operational tasks including:
- System health performance and capacity monitoring
- User provisioning and de provisioning
- License usage tracking and alerting
- Detection of abnormal system or job behavior
- Use agentic AI Python shell scripting Perl or similar technologies to reduce manual effort and improve mean time to resolution (MTTR)
- Continuously improve operational efficiency while enhancing the customer experience
Security Compliance & Operations
- Operate and support systems containing ITAR controlled and CUI data in compliance with regulatory and company requirements
- Follow documented security access control auditing and change management processes
- Participate in incident response root cause analysis and corrective actions
- Create and maintain runbooks knowledge base articles and customer facing documentation
Required Qualifications
Technical Skills
- Strong hands on experience with Linux system administration and troubleshooting
- Experience supporting HPC or large scale compute environments
- Proficiency in Python shell scripting Perl or other automation focused programming languages
- Experience with monitoring logging and alerting systems
- Familiarity with license management systems (e.g. FlexNet/FLEXlm or equivalent)
Customer Service & Professional Skills
- Demonstrated ability to provide excellent customer service in a technical support or operations role
- Strong sense of urgency and ownership when responding to customer issues
- Ability to balance technical depth with clear customer friendly communication
- Organized dependable and able to manage multiple customer issues simultaneously
Security & Compliance
- Ability to work with export restricted data (ITAR/CUI)
- U.S. Person status or eligibility as required to support export controlled environments
Preferred Qualifications
- Experience supporting EDA semiconductor or silicon design environments
- Familiarity with cloud based HPC platforms (public private or hybrid)
- Experience applying AI assisted or autonomous automation in operations or support contexts
- Exposure to configuration management or infrastructure as code tools (e.g. Ansible Terraform)
Education
- Bachelors degree in Computer Science Engineering or a related technical field or equivalent practical experience
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Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
