Cloud Support Engineer

Job Summary

We are seeking a highly motivated Contract 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, Neutro Cinder, Glance, Keystone, etc.)

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

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 Alassisted 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/ OpenShift (Kubernetes) environments
• Experience supporting HPC or largescale compute