What you'll be doing:

• Provide direct support to our NVIDIA Enterprise customers and work to answer questions, reproduce, resolve, or escalate customer issues
• Triage issues – create minimal reproducers, work out issues with APIs, analyze log data for errors and clues.
• Work with engineering teams on customer issues, providing logs, reproduction information, and other triage information.
• Create/update product and/or support tools.
• Track, file new bugs and communicate with management on customer issues and enhancement requests.
• Hold meetings with customers on the phone or over Teams sharing information and building relationships.
• Take ownership and drive customer issues from inception to resolution.
• Document customer interactions and better enhance our knowledge base.
• Participate in the creation, maintenance and versioning of documentation related to enterprise support processes, procedures and associated guidelines.

What we need to see:

• BS in Computer Science, Electrical Engineering, or equivalent experience.
• You'll bring at least 5 years of software engineering experience,
• Excellent English language skills.
• Solid understanding of Linux.
• General Windows OS knowledge.
• AI/ML expertise
• Basic experience and understanding of virtualization – VMware vSphere, Linux KVM or other virtualization software
• Professional-level communication skills, including ability to adjust communication to technical level of audience, and stay calm and focused in negative situations.
• Excellent follow-up and organizational skills, with a passion or love for solving problems.
• Solid programming background and skill (python, C/C++, bash scripts).