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, GCP, 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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