Technical Account Manager - JR1986552

Nvidia - Kirkland, WA

Full-time - Mid Level

Kirkland, WA

Computer and Electronic Product Manufacturing

About the position

We are seeking an experienced Technical Account Manager or software engineer with strong interpersonal skills to join our team. The ideal candidate will be highly technical and comfortable working with enterprise customers. This role focuses on NVIDIA networking and compute technologies, container orchestrators, deep learning containers, and other enterprise system software in Cloud Service Provider (CSP) environments. The successful candidate will possess superb communication skills, enabling them to work closely with customers and engineers to understand, explain, and resolve issues, while collaborating with the team to build scalable software solutions. In this position, you will provide an engineering-level Ethernet product and technology customer experience, focusing on support, maintenance, and operations. Your primary responsibility will be to cater to the needs of one of our largest customers, helping to expand their footprint in NVIDIA technology and the Software Defined Networking (SDN) landscape. You will be tasked with resolving complex technical issues for customers installing our products and supporting systems, particularly in the areas of NVIDIA Networking (Ethernet/SDN) and GPU Technology, as well as our End-to-End Solutions. Your role will involve improving the availability, reliability, and overall customer experience with NVIDIA Networking and AI Enterprise products. You will respond to customer product support inquiries through various communication channels, including telephone, email, and conference calls. Additionally, you will triage and resolve customer issues during installation, operation, maintenance, or product application, ensuring interoperability with other vendors. Participation in multi-functional team meetings will be essential, as you will provide feedback to engineering and marketing regarding product requirements, customer experience, and support tools. As a technical resource, you will develop, redefine, and document standard methodologies to share with internal teams (Support/R&D) for process improvements. Site visits and conference calls with customers will also be part of your responsibilities.

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.