Senior Technical Support Engineer

NVIDIA has been revolutionizing computer graphics, PC gaming, and accelerated computing for over 25 years. This remarkable achievement is underpinned by its legacy of innovation, which is driven by outstanding technology and exceptional talent. Today, we are harnessing the limitless potential of AI to usher in the next era of computing. In this new era, our GPU functions as the cognitive core of computers, robots, and self-driving cars, enabling them to understand and interact with the world around them. Accomplishing feats that have never been achieved before demands vision, innovation, and the world's top-notch talent. As an NVIDIAN, you'll find yourself immersed in a diverse and supportive work environment that motivates everyone to bring out their best. Join our team and explore how you can leave a lasting imprint on the world.

As a networking technical support engineer at NVIDIA, you are expected to deliver exceptional assistance for NVIDIA networking products to customers across the APAC region. Strong communication skills and a keen sense of responsibility are essential, especially when handling and resolving technical challenges. Prioritizing customer satisfaction is fundamental in this role, as it drives the overall success of our support efforts. You will also work closely with Engineering, Marketing, and Support teams to address technical issues and contribute to the ongoing advancement and reliability of NVIDIA’s products and solutions, ensuring their sustained success in the market.

What you’ll be doing:

Resolve complex escalations and technical issues by conducting meticulous research, reproducing problems, and performing in-depth troubleshooting for customers who are installing NVIDIA product and employment NVIDIA solutions.

Respond promptly to customer inquiries regarding product support via telephone, email, or conference calls.

Address customer issues that arise during installation, operation, maintenance, product application, or when dealing with interoperability matters with other vendors.

Actively participate in cross-functional team meetings and offer valuable feedback to the Engineering and Marketing departments regarding product requirements, customer experience, and support tools.

As a technical expert, develop, redefine, and document best practices to share with internal teams (Support and R&D) for the enhancement of support processes.

Conduct site visits and engage in conference calls with customers as needed. Regarding the work schedule, candidates must be prepared to work during assigned shift hours.

This position may require shift work according to actual work needs.

What we need to see:

BS/MS/PhD or equivalent experience in Computer Science, Electrical/Telecommunication Engineering, or related fields.

5+ years of experience in providing comprehensive customer support and troubleshooting for both hardware and software products.

Exhibit the ability to troubleshoot networking protocols using tools like TCPDUMP, Wireshark, or similar packet analysis tools.

Experience with network switch/router platforms like InfiniBand, Cumulus Linux, SONiC, IOS, JunosOS, and EOS.

Possess excellent interpersonal skills to effectively handle escalated customer cases.

Have strong communication and presentation skills, both verbally and in writing.

Be fluent in English, both in verbal and written communication.

Display strong organizational skills and the ability to independently prioritize tasks and handle multiple responsibilities simultaneously.

Ways to stand out from the crowd:

InfiniBand or Ethernet Experience.

Industry-recognized Linux/Networking certifications.

Experience with AI/HPC architectures. Understanding of how job schedulers(Slurm, PBS) work.

Experience with GPU (Graphics Processing Unit) focused hardware/software(NCCL, GDR, MPI).

Bring experience in supporting or working at Telecom Vendors, or CSPs.