Ompany Overview:
Our client is a leader in AI infrastructure, bridging the gap between software and hardware to power the AI era. They provide scalable, secure, and efficient infrastructure solutions for seamless AI model training, deployment, and scaling.
Job Summary:
Our client seeks an experienced Support Engineer to lead a key segment of their Customer Support team. This team ensures exceptional customer satisfaction by swiftly resolving incidents related to their Cloud Platform, High-Performance Computing (HPC) infrastructure, and AI supercomputing fleet. Operating 24/7, 365 days a year, they provide global coverage using a "follow-the-sun" strategy.
In this role, you will oversee and develop the IT service desk (L1/L2 support), ensuring alignment with infrastructure growth. You will act as a technical advisor, enforce support policies, and ensure compliance with operational standards. You will also be hands-on, diagnosing and resolving technical issues.
Prior HPC/AI experience is not required, but a strong background in IT service desk management, customer support, and IT infrastructure/datacenter operations is essential. This is a great opportunity to enter the AI industry and develop expertise in GPUs, Infiniband, and AI orchestration software.
Key Responsibilities:
* Ensure high levels of customer satisfaction and establish our client as a leading AI cloud provider.
* Oversee daily IT service desk operations, including team management and mentoring.
* Define and implement support SLAs, SLOs, and compliance policies (ISO 27001, SOC2, etc.).
* Ensure efficient ticket handling, triaging, and documentation of customer incidents.
* Diagnose and debug complex cloud hardware/software issues, collaborating with L3/L4 support teams.
* Work with vendors to accelerate issue resolution and support hardware replacements.
* Assist in AI supercomputer deployments, from design to installation and configuration.
* Occasionally work outside regular hours and travel to support operations or attend industry events.
* Mentor team members and contribute to continuous improvement through documentation and training.
Qualifications:
* Bachelor's degree in Computer Science, Engineering, or related STEM field, or equivalent experience.
* 5+ years of IT Support Management experience within cloud/datacenter environments.
* 7+ years in customer-facing cloud operations (technical support, consulting, or similar roles).
* Strong knowledge of IT Service Management frameworks (e.g., ITIL certification preferred).
* Leadership experience with a proactive problem-solving approach.
* Technical expertise in cloud, data center, and Linux environments.
* Strong Linux system administration skills.
* Excellent communication and collaboration skills in English.