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Technical Support Engineer – AI Cloud
Full-time
About the role
We are an NVIDIA Cloud Partner running AI clusters for training and inference. As a Technical Support Engineer, you are the technical point of contact for our customers and the owner of day-to-day health, stability and performance of our AI clusters.
This is a hands-on role. You own each customer issue end to end, from first response to resolution, bringing in L2 engineers when deeper investigation is needed. You will also watch over the fleet and turn recurring problems into automation and better alerts.
What you'll do
Customer support
Own customer tickets and channels end to end, within SLA, keeping customers informed until resolution
Help customers onboard and run workloads on our clusters: access, Slurm or Kubernetes jobs, containers, storage
Debug customer job failures and performance issues, and explain root cause and next steps clearly
Write incident updates and post-incident reports for affected customers
Cluster monitoring and stability
Monitor GPU, network, storage and node health across the fleet, and act on alerts
Triage GPU node faults using nvidia-smi, DCGM and system logs; isolate issues across GPU, NIC, firmware and server
Run InfiniBand/RoCE fabric diagnostics and work with the network team on link and fabric issues
Drain, repair and return nodes to service; prepare clean evidence for vendor RMA
Lead or support incident response, and run root cause analysis on major incidents
Operational improvement
Tune alerts so each one has a clear meaning and a clear action
Automate diagnostics and repetitive fixes with scripts and small tools
Feed recurring customer and fleet issues back to the engineering team
What we're looking for
3+ years in infrastructure support, SRE or support engineering, in a customer-facing, SLA-driven environment (cloud, data platform or managed services)
Strong Linux troubleshooting: logs, drivers, kernel, systemd, networking basics
Working knowledge of Kubernetes and/or Slurm: can debug pods and jobs, read logs, follow runbooks
Experience with monitoring stacks such as Prometheus and Grafana
Scripting in Bash and Python
Ansible, Terraform or other infrastructure-as-code tools
Fluent in both English and Mandarin, spoken and written
Clear written communication: your ticket notes let the next engineer pick up without starting over, and customers understand what happened
Working arrangement
Based in Singapore, with regular travel to our data centres across Southeast Asia
On-call rotation required
