Technical Account Manager - JR1986552

Nvidia - Kirkland, WA

Full-time - Mid Level

Kirkland, WA

Computer and Electronic Product Manufacturing

About the position

As a Technical Account Manager at Nvidia Corporation, you will play a crucial role in ensuring that our enterprise customers have a seamless experience with our networking and compute technologies. This position requires a blend of technical expertise and soft skills, as you will be working closely with customers to understand their needs and resolve complex technical issues. You will be part of a dedicated team focused on NVIDIA's networking solutions, including Ethernet and Software Defined Networking (SDN), as well as deep learning containers and other enterprise system software in Cloud Service Provider (CSP) environments. Your primary responsibility will be to provide an engineering-level customer experience, focusing on support, maintenance, and operations for one of our largest customers. This involves resolving sophisticated technical issues related to the installation and operation of our products, ensuring high availability and reliability of NVIDIA Networking and AI Enterprise products. You will engage with customers through various communication channels, including phone, email, and conference calls, to address their inquiries and provide timely solutions. In addition to direct customer support, you will participate in multi-functional team meetings, providing valuable feedback to engineering and marketing teams regarding product requirements and customer experiences. You will also be responsible for developing and documenting best practices to enhance support processes and improve overall customer satisfaction. Site visits and conference calls with customers will be part of your role, allowing you to build strong relationships and understand their unique challenges better.

Responsibilities

• Resolving sophisticated technical issues for customers installing our products and supporting systems with a focus on NVIDIA Networking (Ethernet / SDN) and GPU Technology.
• Improving the availability, reliability, and overall experience of working with NVIDIA Networking and AI Enterprise products.
• Responding to customer product support inquiries via telephone, email, conference calls, and other communication media.
• Triaging and resolving customer issues during installation, operation, maintenance, or product application or interoperability with other vendors.
• Participating in multi-functional team meetings and providing feedback to engineering and marketing regarding product requirements, customer experience, support tools, etc.
• Being a technical resource, developing, redefining, and documenting standard methodologies to share with internal teams (Support/R&D) for support processes and improvements.
• Conducting site visits and conference calls with customers.

Requirements

• BS in Computer Science, Electrical Engineering, Computer Engineering, or related field (or equivalent experience).
• 6+ years of system software development and triage experience.
• Superb interpersonal and communication skills to work closely with customers and engineers.
• Intellectual curiosity, positive attitude, flexibility, analytical ability, self-motivation, and team-oriented mindset.
• Configuration and operational expertise with network switch/router platforms (i.e., Cumulus Linux, IOS, JunOS, EOS).
• Experience in solving problems in large-scale network environments with overlay technologies (BGP, OSPF, XLAN, EVPN).
• Proven track record in deeply analyzing IP layer 2 switching / layer 3 routing networking protocols (ARP, STP, LACP, MLAG, IGMP, PIM, BGP, OSPF).
• Knowledge of Hyper-V and Linux OS, especially debugging and functionality.
• Strong computer science concepts and excellent knowledge of Python and scripting methodologies.
• A confirmed grasp of datacenter and Artificial Intelligence technologies.

Nice-to-haves

• Experience as a developer and/or customer success team member for large enterprise/service provider customers at a company that produces AI and data analytics software.
• Understanding of Software Defined Networking, particularly SONiC software and OS.
• Proficient in developing with C, and contributions to networking-related Open Source projects.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid holidays
• Flexible scheduling options
• Professional development opportunities