NOC Engineer, Supervisor

Highrise AI

6d • Hybrid

About The Position

Highrise AI is seeking a hands-on network/systems engineer to oversee frontline NOC teams and help ensure rapid response to service impacts affecting its AI cloud infrastructure, which operates 24x7. The role combines experience in high-stakes operations, technical aptitude, and strong customer-facing skills. The engineer will manage impacts to compute, storage, and network resources; lead incident management and prevention; and support customers during business hours and through a shared on-call rotation.

The role also creates and maintains documentation, standards, and runbooks; drives automation and observability improvements; and works directly with customers and internal product and platform teams to improve reliability, performance, and service capabilities. It supports large-scale AI compute infrastructure across multiple sites. Data-center travel for commissioning, acceptance, and complex troubleshooting is required. The position is hybrid or remote depending on location, and flexibility to assist with critical incidents or maintenance outside regular business hours is expected.

Requirements

• College diploma or university degree in computer science, engineering, or a related field, and/or equivalent work experience.
• At least 5 years of experience directly supporting customers using compute infrastructure at scale in 24x7 environments.
• At least 5 years of hands-on experience in network and systems operations in large-scale compute environments.
• Solid understanding of network technologies, including VLANs, VXLAN, OSPF, BGP, NSX or similar SDN technologies, routing, switching, and load balancing.
• Strong analytical and problem-solving abilities and high attention to detail.
• Ability to prioritize and execute tasks effectively in a high-pressure environment.
• Strong customer service orientation and willingness to help internal and external stakeholders.
• Self-motivated and directed, with a bias toward ownership and outcomes.
• Excellent written and verbal communication and strong interpersonal skills.
• Ability to collaborate effectively with minimal supervision.
• Continuous-improvement mindset, including proactively automating and eliminating operational toil.
• Flexibility to assist with critical incidents or maintenance activities outside regular business hours.

Nice To Haves

• Experience supporting OpenStack or similar open cloud platforms, or strong adjacent experience with modern private cloud stacks.

Responsibilities

• Oversee NOC workflows to ensure critical issues are resolved with appropriate urgency.
• Manage impacts to compute, storage, and network resource pools to meet SLA commitments.
• Respond to customer escalations during business hours and as part of a shared on-call rotation.
• Lead incident management and drive actions to prevent impacts.
• Create and maintain clear documentation, standards, and runbooks for the assigned focus area.
• Drive automation to reduce operational toil and extend observability in the assigned focus area.
• Work directly with customers to understand their use cases and improve reliability and performance.
• Represent customer needs to product and platform teams to help deliver needed services and features.
• Travel to data centers for cluster commissioning, acceptance, and complex troubleshooting.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree