NOC Engineer

Highrise AI

6d

About The Position

Highrise AI is seeking a Network Operations Engineer to provide 24x7 oversight and response to service impacts affecting its AI/ML infrastructure. The role combines experience in high-stakes, 24x7 environments with the ability to learn systems and procedures quickly and provide excellent customer-facing support. The engineer helps maintain service commitments across compute, storage, and network resources and supports customers through case triage, incident updates, and escalation.

The role also contributes to documentation, operational standards, and runbooks; supports SRE fleet-management activities, including firmware and configuration upgrades and planned maintenance; and brings customer feedback to product and platform teams. It is a full-time engineering position supporting large-scale AI compute infrastructure across multiple sites. Travel to data centers for commissioning, acceptance, and complex troubleshooting is required. Flexibility to assist with critical incidents or maintenance outside regular business hours is expected. The position is hybrid or remote depending on location.

Requirements

• At least 2 years of experience directly supporting customers using network and/or compute infrastructure at scale in 24x7 environments.
• A college diploma or university degree in computer science, engineering, or a related field, or equivalent work experience.
• Strong analytical and problem-solving abilities and high attention to detail.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Strong customer-service orientation and willingness to help internal and external stakeholders.
• Self-motivation, initiative, and an ownership- and outcomes-focused approach.
• Excellent written and verbal communication and strong interpersonal skills.
• Ability to collaborate effectively with minimal supervision.
• A continuous-improvement mindset, including proactively automating and eliminating operational toil.
• Willingness to travel to data centers and assist with critical incidents or maintenance outside regular business hours.

Responsibilities

• Provide low-latency, context-aware direct customer support to help customers get the most from Highrise infrastructure.
• Manage impacts to compute, storage, and network resource pools to meet SLA commitments.
• Assist with triaging inbound customer cases and customer-driven workflows.
• Provide timely incident updates and escalate issues when necessary.
• Create and maintain clear documentation, standards, and runbooks for the focus area.
• Assist SRE with fleet management, including firmware and configuration upgrades and orchestration of planned maintenance.
• Bring customer feedback to product and platform teams to help ensure services and features meet customer needs.
• Travel to data centers for cluster commissioning, acceptance, and complex troubleshooting.
• Provide support for critical incidents or maintenance activities outside regular business hours when needed.

What This Job Offers

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