Global Resolution Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of complex escalations from start to finish, including initial analysis and implementing permanent solutions, while engaging directly with customers during critical incidents.

• Examine the entire solution stack, which includes applications, GPU and compute, clients, network fabric, storage, and cloud, to pinpoint root causes.

• Recognize trends across cases, customers, and software versions; assess fleet exposure and initiate proactive measures.

• Address issues within the team or provide R&D-ready defect documentation complete with reproduction steps, evidence, and root-cause analysis.

• Create and update Known Issues, WEKA Technical Advisories, and Knowledge Base entries.

• Transform recurring escalations into enhancements for both products and processes.

• Develop and refine analysis tools and automation for the Support team.

• Mentor Customer Success engineers to elevate technical capabilities.

• Conduct technical training sessions for Customer Success, new employees, and facilitate knowledge sharing across teams.

• Participate in on-call rotations to ensure 24/7 coverage.

• Serve as a subject matter expert for NCP and DGX Cloud environments, reference architectures, benchmark tools, and collaborative troubleshooting with NCP and NVIDIA engineers.

⛳️ Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent practical experience).

• Over 10 years of experience in advanced technical support, sustaining engineering, SRE, or systems engineering roles with direct customer interaction.

• Demonstrated success in resolving complex issues within distributed systems.

• Proven ability to convert individual escalations into systemic solutions, such as product modifications, advisories, or tooling enhancements.

• Experience engaging with customers during critical, high-visibility incidents.

• Collaboration with engineering teams on defect resolution, including evidence gathering for reproduction and root cause analysis.

• Exceptional written and verbal communication skills in English.

• Flexibility to work varied hours as part of a global team.

• Systems thinking ability across network, kernel, storage, and application layers.

• In-depth expertise in Linux, covering kernel operations, memory management, NUMA, CPU scheduling, and drivers.

• Experience with distributed storage or parallel file systems.

• Knowledge of high-performance networking technologies: RDMA, RoCE, InfiniBand, and Ethernet.

• Advanced debugging skills, including core dump and log analysis at scale, performance analysis tools, eBPF, gdb, and reading source code.

• Performance evaluation utilizing metrics and data-driven hypothesis testing.

• Experience with GPU and AI workloads, GPUDirect Storage, and familiarity with NVIDIA DGX, SuperPOD, or NCP reference architecture environments is highly preferred.

• Familiarity with public cloud platforms (AWS, Azure, GCP, OCI), Kubernetes, containerization, and virtualization is advantageous.

• Knowledge of NFS, SMB, S3, DPDK, UCX, and automation tools such as Python, Bash, Ansible, and Terraform is a plus.

🏝️ Benefits

• Comprehensive health insurance and wellness programs.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Engaging company culture that values teamwork and innovation.