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Cloud Support Engineer

San Jose, CA, US • Posted 2 days ago • Updated 11 hours ago

Full Time

On-site

Fitment

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Job Details

Skills

Cadence
Integrated Circuit
Reliability Engineering
Customer Satisfaction
Customer Support
FOCUS
Accountability
Linux
Workflow
SAN
Licensing
Performance Management
LSF
Provisioning
MEAN Stack
Operational Efficiency
Customer Experience
Access Control
Auditing
Change Management
Incident Management
Root Cause Analysis
Knowledge Base
Customer Facing
Documentation
Linux Administration
Python
Shell Scripting
Perl
Programming Languages
Licensing Management
Customer Service
Technical Support
Communication
Organized
Dependability
Management
Regulatory Compliance
ITAR
Data Analysis
EDA
Semiconductors
Cloud Computing
HPC
Amazon Web Services
Microsoft Azure
Google Cloud
Google Cloud Platform
OpenStack
Artificial Intelligence
Configuration Management
Ansible
Terraform
Computer Science

Cadence
Integrated Circuit
Reliability Engineering
Customer Satisfaction
Customer Support
FOCUS
Accountability
Linux
Workflow
SAN
Licensing
Performance Management
LSF
Provisioning
MEAN Stack
Operational Efficiency
Customer Experience
Access Control
Auditing
Change Management
Incident Management
Root Cause Analysis
Knowledge Base
Customer Facing
Documentation
Linux Administration
Python
Shell Scripting
Perl
Programming Languages
Licensing Management
Customer Service
Technical Support
Communication
Organized
Dependability
Management
Regulatory Compliance
ITAR
Data Analysis
EDA
Semiconductors
Cloud Computing
HPC
Amazon Web Services
Microsoft Azure
Google Cloud
Google Cloud Platform
OpenStack
Artificial Intelligence
Configuration Management
Ansible
Terraform
Computer Science

Summary

At Cadence, we hire and develop leaders and innovators who want to make an impact on the world of technology.

Job Summary

We are seeking a highly motivated Cloud 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 Cloud 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 (AWS, Azure, Google Cloud Platform, OpenStack/OpenShift)
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

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Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: CADENCE
Position Id: 2648c718258f110e6f014032083a92b0
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