Technical Support Engineer

Job description

Cornelis Networks delivers the world’s highest performance scale-out networking solutions for AI and HPC datacenters. Our differentiated architecture seamlessly integrates hardware, software and system level technologies to maximize the efficiency of GPU, CPU and accelerator-based compute clusters at any scale. Our solutions drive breakthroughs in AI & HPC workloads, empowering our customers to push the boundaries of innovation. Backed by top-tier venture capital and strategic investors, we are committed to innovation, performance and scalability - solving the world’s most demanding computational challenges with our next-generation networking solutions. We are a fast-growing, forward-thinking team of architects, engineers, and business professionals with a proven track record of building successful products and companies. As a global organization, our team spans multiple U.S. states and six countries, and we continue to expand with exceptional talent in onsite, hybrid, and fully remote roles. Cornelis Networks is hiring talented High Performance Networking Technical Support Engineers with skills in the key areas required to support world-class hardware and software products used in high-performance computing, high-performance data analytics, and artificial intelligence interconnect solutions. As a member of the Technical Support organization, you will work collaboratively with cross-functional teams to identify partner and end user issues and deliver solutions with world class customer service. Key to this role is the ability to build cross-functional relationships, effectively communicate with highly technical customers, apply critical thinking and problem-solving skills, and take initiative to drive customer satisfaction. The ideal candidate enjoys having deep technical knowledge and applying their knowledge to solve challenging customer issues while working in a fast-paced environment. This role has a significant impact and contributes to the operational and financial success of the company. Responsibilities Providing professional high quality customer support for Cornelis Networks products. Taking technical ownership of user reported issues, driving diagnosis and resolution in a professional and timely manner. Managing incoming customer support issues (via emails, portal postings, or phone calls), escalating, when necessary, based on documented procedures, periodically supporting off-hours “on-call” support activities. Partnering cross-functionally across all levels of the corporation, working with other technical staff to identify and resolve issues. Supporting OEMs and/or system integrators with new cluster installation and acceptance, providing remote or on-site support as needed. Proactively ensuring customer readiness for updates; understanding changes and their impacts on customers; providing input for materials and documentation supporting these upgrades or early use of new capabilities. Actively participating and advocating for customers during the planning and sustaining periods of our product lifecycle. Minimum Qualifications Proficient in English, both written and verbal. Must submit resume in English. Knowledge of parallel programming, especially MPI and/or SHMEM, along with experience in troubleshooting in HPC/AI cluster environments. 5 + Years’ experience programming with C, C++, Perl, Python, and/or Fortran, as well as knowledge of Linux scripting. 5 + Years’ experience system troubleshooting, network configuration and troubleshooting. Strong analytical skills. Strong interpersonal, verbal and written communication skills. A demonstrated ability to work across geographies, time zones, companies, and organizations. Ability to travel to Cornelis' headquarters for periodic meetings and training, as well as to partner/customer locations up to 25% (typical) to 50% (peak, e.g., at product launches or during key customer installation and acceptance periods). B.S. Degree in Engineering, Computer Science, or a related discipline or 5+ years of equivalent experience in hardware or software development, validation, training, or technical support. Preferred Qualifications Related high performance networking experience (administration, support, etc.). Experience developing or troubleshooting Linux device drivers. Experience with the installation, configuration, and administration of enterprise Linux servers in clustered environments. Knowledge of parallel programming, especially MPI and/or SHMEM, along with experience in troubleshooting in HPC/AI cluster environments. Two years of experience with more than one Operating System. InfiniBand experience. Cluster storage experience. Ability to analyze, breakdown, understand complex problems and communicate solutions effectively is required. Ability to manage customer expectations and balance customer requests with Cornelis Networks' business needs. Experience in providing user support in a network or HPC environment. Location: This is a remote position for employees residing within EMEA. We offer a competitive compensation package that includes base salary, performance incentives and equity participation. At Cornelis Networks, your compensation is only one component of your comprehensive total rewards package. Compensation will be determined by factors such as experience, qualifications, skills, and location relative to the hiring range for the position. Depending on your geographic location, in addition to your total rewards package, you may also be eligible for additional benefits, paid holidays, and flexible work arrangements. Cornelis Networks does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. Cornelis Networks is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.