Description
As a Senior Technical Support Engineer at NVIDIA, you will be responsible for delivering exceptional assistance to customers across the APAC region for NVIDIA networking products.
You will resolve complex escalations and technical issues by conducting meticulous research, reproducing problems, and performing in-depth troubleshooting for customers who are installing NVIDIA products and employing NVIDIA solutions.
You will respond promptly to customer inquiries regarding product support via telephone, email, or conference calls.
You will actively participate in cross-functional team meetings and offer valuable feedback to the Engineering and Marketing departments regarding product requirements, customer experience, and support tools.
You will develop, redefine, and document best practices to share with internal teams (Support and R&D) for the enhancement of support processes.
You will conduct site visits and engage in conference calls with customers as needed.
This position requires 5+ years of experience in providing comprehensive customer support and troubleshooting for both hardware and software products.
You will exhibit the ability to troubleshoot networking protocols using tools like TCPDUMP, Wireshark, or similar packet analysis tools.
You will have experience with network switch/router platforms like InfiniBand, Cumulus Linux, SONiC, IOS, JunosOS, and EOS.
You will possess excellent interpersonal skills to effectively handle escalated customer cases.
You will have strong communication and presentation skills, both verbally and in writing.
You will be fluent in English, both in verbal and written communication.
You will display strong organizational skills and the ability to independently prioritize tasks and handle multiple responsibilities simultaneously.
Preferred qualifications include experience with InfiniBand or Ethernet, industry-recognized Linux/Networking certifications, experience with AI/HPC architectures, understanding of how job schedulers (Slurm, PBS) work, experience with GPU-focused hardware/software (NCCL, GDR, MPI), and experience supporting or working at Telecom Vendors or CSPs.