Software Platform Support Engineer - GPU Cloud

NVIDIA•Durham, NC

About The Position

The NVIDIA DGX Cloud organization is seeking passionate software support engineers to partner closely with internal customers, providing support on internal platforms. This role requires a deep understanding of customer needs and application functionality, assisting with troubleshooting, and creating documentation to empower users for self-troubleshooting in an ambiguous and fast-moving environment. The support provided will enhance user experience and help shape the platform. Candidates are expected to have knowledge of supporting cloud-based deployments across compute, storage, and networking environments. NVIDIA is a leader in groundbreaking developments in Artificial Intelligence, High-Performance Computing, and Visualization, with the GPU at the heart of its products and services. The company's work in AI and digital twins is transforming industries and profoundly impacting society. NVIDIA is committed to fostering a diverse work environment and is an equal opportunity employer.

Requirements

BS/MS degree in Computer science or related areas (or equivalent experience)
2+ yrs of experience with supporting distributed software systems, supporting end-user software platforms, and experience with Linux
Experience with Kubernetes, AWS, Azure, OCI, and GCP
Background of Infrastructure, Networking, Storage, and DevOps scripting/tooling
Understanding of data storage technologies (databases, file, block, blob)
Customer Service/Support Experience
Willingness to work up and down the stack as well as across multiple teams
Strong skills in troubleshooting and Communication

Nice To Haves

Experience with MLOps workflows or ML infrastructure
Familiarity with GPU workloads or distributed training systems
SLURM or HPC previous experience
Strong drive to work with internal customers and make them successful
A drive to improve process with strong organizational skills

Responsibilities

Partner with multiple internal teams to provide Tier 1 support for complex cloud platforms
Define and improve operational workflows (runbooks, escalation paths, support processes)
Triage/investigate root cause of customer issues and escalate as needed
File bugs and report issues while working closely with the Site Reliability team
Build tooling to improve customer support process and visibility
Deeply understand user workloads and use cases
Partner with multiple internal teams to give feedback to engineering teams and develop solutions to aid in their success
Be part of an on call rotation to support production systems