We are seeking a highly motivated Senior Technical Support Engineer with deep expertise in Ethernet networking and AI infrastructure. In this highly visible, customer-facing role, you will own complex technical investigations and critical escalations involving large-scale data center and AI environments.
As a member of our NVEX Global Technical Support team, you will serve as a trusted technical advisor to strategic customers. The ideal candidate combines strong hands-on troubleshooting skills with excellent customer communication, crisis management, and technical leadership. You will collaborate closely with Engineering, Product Management, Marketing, and Support teams to resolve issues and improve our products and support practices.
What you’ll be doing
- Investigate and resolve complex issues involving NVIDIA Ethernet networking, Linux systems, servers, and large-scale AI infrastructure, including end-to-end solutions such as NVIDIA Spectrum-X.
- Own critical customer issues from initial response through resolution, coordinating cross-functional teams and providing clear, timely communication to customers and leadership.
- Reproduce customer problems, analyze diagnostic data, identify root causes, and resolve issues involving installation, operation, maintenance, performance, and multivendor interoperability.
- Serve as a trusted technical advisor to enterprise, cloud, and service-provider customers through telephone, email, and conference-based support engagements.
- Partner with Engineering and Product teams to translate field findings into product improvements, support tools, technical documentation, and troubleshooting methodologies.
- Provide technical leadership during high-severity incidents, remaining calm and decisive while managing priorities, risks, and customer expectations.
- Improve support effectiveness through automation, knowledge sharing, structured debugging practices, and the practical use of agentic AI tools.
What we need to see
- 5+ years of experience providing in-depth technical support and debugging for networking, hardware, software, or enterprise infrastructure products.
- Deep knowledge of Ethernet and data center networking, including TCP/IP, Layer 2 and Layer 3 technologies, ARP, STP, LACP, MLAG, IGMP, PIM, BGP, OSPF, routing, and switching.
- Proven experience troubleshooting complex network issues using tcpdump, Wireshark, packet generators, telemetry, and log-analysis tools.
- Strong Linux system administration and networking skills, including the ability to diagnose server, operating-system, driver, hardware, and performance issues.
- Excellent customer-facing, written, verbal, and presentation skills, with the ability to explain complex technical issues, manage expectations, and build trust with customers and executives.
- Proven ability to lead high-severity customer situations, coordinate multiple technical teams, make sound decisions under pressure, and drive issues to timely resolution.
- Strong analytical, organizational, and prioritization skills, with the ability to work independently and manage multiple complex issues.
- Practical experience using agentic AI technologies such as Claude, Codex, or Cursor to improve troubleshooting, automation, documentation, or day-to-day productivity.
- Hands-on experience with AI infrastructure and at least two of the following areas: data centers, distributed systems, accelerated servers, virtualization, deep learning frameworks, Docker, Kubernetes, or high-performance computing – advantage.
- A bachelor’s or master’s degree in Computer Science, Computer Engineering, Electrical Engineering, Networking, or a related discipline, or equivalent practical experience.
Ways to stand out from the crowd
- Experience troubleshooting large-scale AI clusters, high-performance computing environments, cloud infrastructure, or hyperscale data centers.
- Expertise in advanced networking technologies such as VXLAN, EVPN, RoCE, RDMA, congestion control, quality of service, and lossless Ethernet.
- Knowledge of AI and HPC technologies such as GPUs, NCCL, MPI, Slurm, distributed training frameworks, and workload orchestration.
- Experience with NVIDIA networking, accelerated computing, Spectrum-X, or NVIDIA AI Enterprise technologies.
- Proficiency with Python, Bash, Ansible, YAML, APIs, or similar technologies used for diagnostics and automation.
We are looking for a technically accomplished support engineer who can solve difficult infrastructure problems, earn customer trust, and lead effectively during critical situations. If you are passionate about Ethernet networking, AI infrastructure, and delivering an outstanding customer experience, we would like to hear from you.
