Support Engineer Managed Cloud Services

We are seeking a highly motivated Contract Support Engineer to support our secure, cloudbased silicon chip design environments used by our external customers for missioncritical EDA and HPC workloads. This role is customerfacing and serviceoriented, requiring not only strong technical expertise, but also a commitment to responsiveness, professionalism, and delivering an exceptional customer experience.

The Support Engineer will be responsible for maintaining system reliability, resolving issues quickly and accurately, and proactively improving the platform through automation and agentic AI. Success in this role is measured not just by technical outcomes, but by customer satisfaction, trust, and confidence in the service.

This position involves working with exportrestricted data (ITAR/CUI) and supporting secure environments with high operational and compliance standards.

Key Responsibilities

Customer Support & Service Excellence

• Serve as a primary technical support contact for external customers using secure cloudbased silicon design platforms
• Deliver timely, responsive, and highquality support, ensuring customer issues are acknowledged, communicated, and resolved effectively
• Actively focus on delighting customers by minimizing downtime, anticipating needs, and exceeding service expectations
• 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 followthrough

Platform & Environment Support

• Support and troubleshoot Linuxbased cloud environments used for silicon design and verification workflows
• Maintain availability, performance, and reliability of secure multitenant environments
• Diagnose and resolve systemlevel 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 deprovisioning
  • 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 ITARcontrolled 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 customerfacing documentation

Required Qualifications

Technical Skills

• Strong handson experience with Linux system administration and troubleshooting
• Experience supporting HPC or largescale compute environments
• Proficiency in Python, shell scripting, Perl, or other automationfocused 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, customerfriendly communication
• Organized, dependable, and able to manage multiple customer issues simultaneously

Security & Compliance

• Ability to work with exportrestricted data (ITAR/CUI)
• U.S. Person status or eligibility as required to support exportcontrolled environments

Preferred Qualifications

• Experience supporting EDA, semiconductor, or silicon design environments
• Familiarity with cloudbased HPC platforms (public, private, or hybrid)
• Experience applying AIassisted or autonomous automation in operations or support contexts
• Exposure to configuration management or infrastructureascode tools (e.g., Ansible, Terraform)

Education

• Bachelor s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience