Senior Virtual GPU Solutions Support Engineer

$104,000 - $195,500/Yr

Nvidia - Westford, MA

Full-time - Mid Level

Westford, MA

Computer and Electronic Product Manufacturing

About the position

We are seeking a motivated Sr. Virtual GPU Solutions Technical Support Engineer who is passionate about Datacenter GPU Solutions, AI, GPU hardware and software, networking, and datacenter technologies. This role involves providing comprehensive solutions for sophisticated installations, maintenance, or operations for a broad scope of AI software products. As a primary point of contact for our customers, you will assist them with technical questions, debugging, and resolving their issues. As a member of our Technical Support team, you are expected to be a detailed, proficient communicator who is fundamentally interested in taking ownership in resolving issues while ensuring a high level of customer satisfaction is maintained and delivered. A significant part of the role is also to interact with Engineering, Marketing, and Support teams regularly on technical issues. In this position, you will have the ability to resolve sophisticated customer concerns and technical issues through meticulous research, reproduction, and problem-solving for customers installing our products and supporting systems using Microsoft Windows (Workstation and Server) OS, Linux OS (Multi-distro), and Hypervisors such as KVM, VMWARE, and Citrix. You will rapidly debug and respond to user-reported issues on NVIDIA's vGPU software stack (vWS, vPC, vApps, vCS). Your responsibilities will include responding to customer product support inquiries via telephone, email, or conference calls, resolving customer issues during installation, operation, maintenance, or product application or interoperability with other vendors. You will also participate in multi-functional team meetings and provide feedback to engineering and marketing regarding product requirements, customer experience, support tools, etc. Additionally, as a technical resource, you will develop, redefine, and document standard methodologies to provide to internal teams (Support/R&D) for support process and improvements.

Responsibilities

• Resolve sophisticated customer concerns and technical issues through meticulous research and problem-solving.
• Assist customers with installing our products and supporting systems using Microsoft Windows OS, Linux OS, and Hypervisors.
• Rapidly debug and respond to user-reported issues on NVIDIA's vGPU software stack.
• Respond to customer product support inquiries via telephone, email, or conference calls.
• Resolve customer issues during installation, operation, maintenance, or product application or interoperability with other vendors.
• Participate in multi-functional team meetings and provide feedback to engineering and marketing regarding product requirements and customer experience.
• Develop, redefine, and document standard methodologies for internal teams for support process and improvements.

Requirements

• 3+ years in providing in-depth Customer Support and debugging experience for hardware and software products.
• Established knowledge of Enterprise platform and systems engineering, understanding Microsoft Windows OS, Linux OS, and Hypervisor triage.
• Excellent verbal and written English skills.
• Strong organizational skills and ability to prioritize/multi-task with limited supervision.
• Bachelor's degree in Computer Science, Electrical, Computer Engineering, IT or equivalent experience.
• Intellectual curiosity, positive attitude, flexibility, analytical ability, self-motivation, and team-oriented with professional-level communication skills.
• Deep knowledge of Microsoft Windows OS and Linux System Administration on engineering and networking level.
• Comfortable working in various hypervisor environments such as VMWARE, Citrix, Linux with KVM, Microsoft Windows Server, and Azure Stack HCI.
• Deep understanding of various VDI Solutions such as Omnissa Horizon.

Nice-to-haves

• Knowledge of Datacenter GPU hardware Technology and Networking (Infiniband/Ethernet/RDMA).
• Experience with Enterprise Hardware Systems (NVIDIA DGX and OEM HGX AI-Ready Infrastructure Systems).
• Familiarity with Clustering or HPC Data-Center technologies including Upper Layer Protocols (i.e., MPI, NCCL).
• Shell scripting skills (Bash/Python).
• Experience with Distributed File System Storage technologies.

Benefits

• Equity and benefits as outlined on the NVIDIA benefits page.