Support Engineer – Managed Cloud Services

Support Engineer – Managed Cloud Services

Remote

Job Summary

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

• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience