Senior Technical Support Engineer – Ethernet, AI Infrastructure

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

📋 Description

• Investigate and resolve intricate issues related to NVIDIA Ethernet networking, Linux systems, servers, and large-scale AI infrastructure, including NVIDIA Spectrum-X end-to-end solutions.

• Take ownership of critical customer issues from the initial response to resolution.

• Coordinate with cross-functional teams and ensure clear, timely communication with customers and leadership.

• Reproduce customer problems, analyze diagnostic information, identify root causes, and address installation, operation, maintenance, performance, and multivendor interoperability challenges.

• Provide guidance to enterprise, cloud, and service-provider customers through support engagements via telephone, email, and conferences.

• Collaborate with Engineering and Product teams to convert field insights into product enhancements, support tools, technical documentation, and troubleshooting methodologies.

• Offer technical leadership during high-severity incidents while managing priorities, risks, and customer expectations.

• Enhance support effectiveness through automation, knowledge sharing, structured debugging practices, and agentic AI tools.

⛳️ Requirements

• Over 5 years of experience delivering comprehensive technical support and debugging for networking, hardware, software, or enterprise infrastructure products.

• Extensive knowledge of Ethernet and data center networking, including TCP/IP, Layer 2 and Layer 3 technologies, ARP, STP, LACP, MLAG, IGMP, PIM, BGP, OSPF, routing, and switching.

• Demonstrated experience in troubleshooting complex network issues utilizing tcpdump, Wireshark, packet generators, telemetry, and log-analysis tools.

• Strong skills in Linux system administration and networking, including diagnosing server, operating-system, driver, hardware, and performance issues.

• Exceptional customer-facing, written, verbal, and presentation abilities.

• Capacity to elucidate complex technical matters, manage expectations, and foster trust with customers and executives.

• Capability to lead high-severity customer situations, coordinate multiple technical teams, make sound decisions under pressure, and drive issues to timely resolution.

• Strong analytical, organizational, and prioritization skills; ability to work independently and manage multiple complex issues.

• Practical experience with agentic AI technologies such as Claude, Codex, or Cursor.

• Hands-on experience with AI infrastructure and at least two of the following: data centers, distributed systems, accelerated servers, virtualization, deep learning frameworks, Docker, Kubernetes, or high-performance computing.

• Bachelor’s or master’s degree in Computer Science, Computer Engineering, Electrical Engineering, Networking, or a related field, or equivalent practical experience.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Opportunities for professional development and career advancement.

• Supportive and innovative work environment.