Description
The NVIDIA DGX Cloud organization is looking for passionate software support engineers to partner closely with internal customers to support them on internal platforms.
This partnership requires gaining a deep understanding of customer needs, how their applications work, assisting in troubleshooting issues, and creating documentation to make it easier for users to troubleshoot issues themselves in an ambiguous and fast-moving environment.
The support provided will help users have a better experience and shape the platform.
Responsibilities:
- Coordinate with multiple internal teams to provide Tier 1 support for complex cloud platforms
- Define and improve operational workflows (runbooks, escalation paths, support processes)
- Triage and investigate root causes of customer issues and escalate as needed
- File bugs and report issues while working closely with the Site Reliability team
- Build tooling to improve customer support processes and visibility
- Deeply understand user workloads and use cases
- Partner with multiple internal teams to give feedback to engineering teams and develop solutions to aid in their success
- Be part of an on-call rotation to support production systems
Requirements:
- BS/MS degree in Computer Science or related areas (or equivalent experience)
- 5+ years of experience with supporting distributed software systems, supporting end-user software platforms, and experience with Linux
- Experience with Kubernetes, AWS, Azure, OCI, and GCP
- Background in Infrastructure, Networking, Storage, and DevOps scripting/tooling
- Understanding of data storage technologies (databases, file, block, blob)
- Customer service/support experience
- Willingness to work up and down the stack as well as across multiple teams
- Strong skills in troubleshooting and communication
Preferred Qualifications:
- Experience with MLOps workflows or ML infrastructure
- Familiarity with GPU workloads or distributed training systems
- SLURM or HPC previous experience
- Strong drive to work with internal customers and make them successful
- A drive to improve processes with strong organizational skills
Your base salary will be determined based on your location, experience, and the pay of employees in similar positions. The base salary range is $108,000 - $172,500 USD per year. You will also be eligible for equity and benefits.