Senior technical support engineer
2 weeks ago
Location: Remote, supporting UAE-based client
Contract Duration: 2 Years
Shift: 24/7/365 Availability
Position Overview
We are seeking a highly skilled Senior Technical Support Engineer to provide 3rd-line technical support for a UAE-based client utilizing a multimode 512 HGX Super POD cluster based on the DGX H100 System Reference Architecture. This cluster supports various departments and clients for GPU workloads, including data visualization, rendering, and AI training. As a core team member, you will manage tickets, resolve technical issues, and collaborate with partners to maintain seamless operations.
Key Responsibilities
Technical Support & Incident Management: Provide expert technical support across Linux, network, storage, and NVIDIA GPU systems. Maintain a 5-minute SLA for ticket response, managing approximately 20 tickets monthly in BAU.
Troubleshooting & Escalation: Triage incidents, troubleshooting issues within your scope, and escalating to the appropriate parties (e.g., hardware provider, storage provider) when needed.
Firmware & OS Maintenance: Coordinate monthly firmware and OS patching with the Change Manager, ensuring system updates and stability.
Cross-functional Collaboration: Engage with the Hardware Provider, Data Center teams, and the client’s AI/ML software teams to resolve issues and ensure continuity of services.
Technical Requirements
GPU Specifications: Experience with Nvidia H100 SXM GPUs and familiarity with environments containing thousands of GPUs.
Compute Nodes: Skilled in handling complex nodes with Intel Xeon CPUs, NVMe storage, large RAM configurations, and Infini Band networking.
Storage Management: Proficiency in managing NFS storage (7.3 PB), block storage, and backup systems to meet performance specifications for AI environments.
Network Expertise: Experience with Infiniband networking (3.2 Tbps intra-cluster) and IPo IB; ensuring low-latency connectivity between clusters and storage.
Power & Cooling Knowledge: Understanding of n+n redundancy, liquid cooling systems for GPU nodes, and remote power management.
Software Proficiency:
OS: Ubuntu 22.04, Kernel version 5.15.0-113.
GPU Drivers: NVIDIA toolkit 1.16.1, Datacenter GPU Manager 3.3.7.
Cluster Management: Expertise in Slurm for job scheduling, and NVIDIA DCGM and UFM for cluster monitoring.
Candidate Profile
Experience: 5+ years of experience in a similar support role, with proven expertise in the above technical stack.
Skills: Proficiency in handling 3rd-line support for Linux, network, storage, and NVIDIA GPU systems. Ability to triage and resolve issues efficiently, working within strict SLAs.
Collaborative Mindset: Strong communication skills and experience working with multiple cross-functional teams to manage complex technical environments.
Must have the following knowledge
Tech Stack :
Operating Systems : Linux (Ubuntu, Cent OS, RHEL), Windows
Cloud Platforms : AWS, Azure, Google Cloud
AI/ML Tools : Tensor Flow, Py Torch, Kubernetes, Docker
GPU Infrastructure : NVIDIA (A100, H100), CUDA
Cluster Management : Slurm, Kubernetes
Virtualization : VMware, Hyper-V
Incident Management : Service Now, ITIL
Containerization : Docker, Kubernetes
Monitoring & Performance Tools : Prometheus, Grafana, Nagios
Networking : TCP/IP, VPN, LAN/WAN, Infini Band
Scripting & Automation : Python, Bash
Version Control : Git
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