Technical Account Engineer

RedLine Performance Solutions • Berkeley, CA

5h • Onsite

About The Position

RedLine Performance Solutions (RedLine) has been in the HPC solutions engineering services business for over 25 years and is consistently determined to keep the "bar of excellence" quite high for new hires. This enables RedLine to accomplish what other firms cannot and promotes a high level of staff retention. We offer services ranging from full life cycle HPC systems engineering to remote managed services to HPC program analysis.

RedLine is looking for a Technical Account Engineer to join our team. The Technical Account Engineer serves as the primary on-site technical resource responsible for supporting enterprise hardware systems for a new, flagship HPC cluster and managed infrastructure located at Lawrence Berkeley National Laboratory. This role provides end-to-end ownership of incident resolution, warranty services, and system reliability, working closely with customers and internal teams to ensure high availability and operational stability in mission-critical environments.

Requirements

• Must be a U.S. Citizen and able to obtain and maintain a Public Trust clearance
• Ability to work on-site in Berkeley, California, five days per week
• 10+ years of experience in systems support, hardware engineering, or infrastructure operations
• Strong hands-on experience with enterprise hardware troubleshooting and repair
• Experience working with incident management and ticketing systems
• Ability to work independently in a customer-facing, on-site role
• Willingness to participate in a 24x7x365 on-call or support rotation

Nice To Haves

• Linux based High Performance Computing (HPC) experience
• HPC cluster management (e.g. Bright, xCAT, HPCM)
• Experience supporting Dell enterprise hardware platforms
• Familiarity with large-scale storage or high-availability environments

Responsibilities

• Serve as the on-site support resource for warranty service activities and managed IT assets, owning incidents from identification through resolution as part of a 24x7x365 support team
• Diagnose, troubleshoot, and repair enterprise hardware; support the dispatch, delivery, installation, replacement, and return of parts; and deliver software updates including applications, firmware, BIOS, drivers, and diagnostics
• Support Dell hardware infrastructure integrated with the VAST storage solution while proactively identifying risks, resolving potential system issues, and recommending actions to improve availability and reliability
• Open, update, monitor, document, report on, and close incident tickets, ensuring timely escalation and coordination with engineering, vendors, and support partners
• Partner directly with customers to ensure issue resolution and satisfaction, and provide detailed technical input to the Lead Technical Account Manager (TAM) on account health, service activity history, lifecycle management items, risk mitigation recommendations, and progress of upgrades and enhancements

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed