Cloud Support Engineer Managed Cloud Services

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Job Summary

We are seeking a highly motivated candidate for the position of Cloud Support Engineer with a strong infrastructure background to support our secure cloudbased silicon chip design environments used by external customers for missioncritical EDA HPC and containerized workloads. This role is customerfacing and serviceoriented requiring deep technical expertise across Linux cloud infrastructure and platform operations along with a strong commitment to responsiveness professionalism and delivering an exceptional customer experience.

This role is wellsuited for engineers with handson experience operating OpenStack and/or OpenShift platforms along with traditional infrastructure components such as compute storage networking and identity services. Success is measured not only by technical outcomes but by customer satisfaction trust and confidence in the service.

This position involves working with exportrestricted data (ITAR/CUI) and supporting highly secure environments with stringent operational and compliance standards.

Key Responsibilities

Customer Support & Service Excellence

• Serve as a primary technical support contact for external customers using secure cloudbased silicon design and HPC platforms

• Deliver timely responsive and highquality support ensuring customer issues are acknowledged communicated and resolved effectively

• Proactively minimize downtime anticipate customer needs and resolve issues before they impact workloads

• Clearly communicate complex technical issues status updates and resolutions to customers with varying levels of expertise

• Build longterm customer trust through professionalism ownership and consistent followthrough

Platform Infrastructure & Environment Support

• Support and troubleshoot Linuxbased infrastructure and cloud environments including compute storage networking and identity components

• Operate and support OpenStackbased private or hybrid cloud platforms including core services (Nova Neutron Cinder Glance Keystone etc.)

• Support OpenShift / Kubernetes platforms including cluster operations workload troubleshooting networking storage integration and upgrades

• Maintain availability performance and reliability of secure multitenant environments

• Perform systemlevel diagnosis across infrastructure layers to identify root cause and remediation paths

• Partner with internal platform and engineering teams to drive stability and performance improvements

HPC Licensing & Performance Management

• Monitor HPC cluster performance job scheduling throughput and queue health

• Identify and resolve 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 such as Slurm LSF SGE or equivalent schedulers

Automation & Operational Efficiency

• Design develop and maintain automation for recurring operational tasks including:

  • Infrastructure and platform health monitoring

  • Capacity tracking and alerting

  • User provisioning and deprovisioning

  • License usage monitoring

  • Detection of abnormal system container or job behavior

• Use Python shell scripting Perl or similar tools to reduce manual effort and improve mean time to resolution (MTTR)

• Apply AIassisted or agentic automation where appropriate to improve operational efficiency and customer experience

Security Compliance & Operations

• Operate and support systems containing ITARcontrolled and CUI data in compliance with regulatory and corporate requirements

• Follow documented security access control auditing and change management procedures

• Participate in incident response postincident root cause analysis and corrective action planning

• Create and maintain runbooks knowledge base articles and customerfacing documentation

Required Qualifications

Technical Skills

• Strong handson experience with Linux system administration and troubleshooting

• Broad infrastructure experience including compute storage networking and identity services

• Experience operating and supporting OpenStack and/or OpenShift (Kubernetes) environments

• Experience supporting HPC or largescale compute environments

• Proficiency in Python shell scripting Perl or similar automationfocused languages

• Experience with monitoring logging and alerting platforms

• Familiarity with license management systems (e.g. FlexNet / FLEXlm or equivalent)

Customer Service & Professional Skills

• Demonstrated ability to deliver excellent customer service in a technical support SRE or infrastructure operations role

• Strong sense of ownership and urgency when addressing customerimpacting issues

• Ability to balance deep technical problemsolving with clear customerfriendly communication

• Highly organized and able to manage multiple concurrent customer issues

Security & Compliance

• Ability to work with exportrestricted data (ITAR/CUI)

• U.S. Person status or eligibility as required to support exportcontrolled environments

Preferred Qualifications

• Experience supporting EDA semiconductor or silicon design environments

• Experience with cloudbased or onprem HPC platforms (private public or hybrid)

• Strong background in infrastructure operations SRE or platform engineering roles

• Experience with configuration management or infrastructureascode tools (e.g. Ansible Terraform)

• Experience applying AIassisted automation in production operations or support contexts

Education

• Bachelors degree in Computer Science Engineering or a related technical field or equivalent practical experience

The annual salary range for California is $136500 to $253500. You may also be eligible to receive incentive compensation: bonus equity and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the salary range is a guideline and compensation may vary based on factors such as qualifications skill level competencies and work location. Our benefits programs include: paid vacation and paid holidays 401(k) plan with employer match employee stock purchase plan a variety of medical dental and vision plan options and more.

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