Senior Virtual GPU Solutions Support Engineer

4 weeks ago

Westford, Massachusetts, United States NVIDIA Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at NVIDIA. As a Technical Support Specialist for Virtual GPU Solutions, you will be responsible for providing comprehensive solutions for sophisticated installations, maintenance, or operations for a broad scope of AI software products.

You will be the primary point of contact for our customers, assisting them with technical questions, debugging, and resolving their issues. As a member of our Technical Support team, you will be a detailed, proficient communicator who is fundamentally interested in taking ownership in resolving issues, while ensuring a high level of customer happiness is maintained and delivered.

Significant part of the role is also to interact with Engineering, Marketing, and Support teams regularly on technical issues.

Key Responsibilities
  • Resolve sophisticated customer concerns and technical issues through meticulous research, reproduction, and solving problems for customers installing our products and supporting systems using Microsoft Windows (Workstation and Server) OS, Linux OS (Multi-distro), Hypervisors such as KVM, VMWARE, Citrix
  • Rapidly debug and respond to user-reported issues on NVIDIA's vGPU software stack (vWS, vPC, vApps, vCS)
  • Responding to customer product support inquiries via telephone, email or conference calls
  • Resolving customer issues during installation, operation, maintenance or product application or interoperability with other vendors
  • Participate in multi-functional team meetings and giving feedback to engineering and marketing regarding product requirements, customer experience, support tools, etc.
  • As a technical resource develop, re-define and document standard methodologies to provide to internal teams(Support/R&D) for support process and improvements
Requirements
  • 3+ years in providing in-depth Customer Support and debugging experience for hardware and software products.
  • Established knowledge of Enterprise platform and systems engineering who understands Microsoft Windows (Workstation and Server) OS, Linux OS, and Hypervisor triage, knowledge about servers and can resolve sophisticated OS and product internal issues.
  • Excellent verbal and written English skills.
  • Strong organizational skills and ability to prioritize/multi-task easily with limited supervision.
  • Bachelor's degree in Computer Science, Electrical, Computer Engineering, IT or equivalent experience.
  • Intellectual curiosity, positive attitude, flexibility, analytical ability, self-motivation, and team-oriented including professional-level communication skills, interpersonal skills with a passion to solve problems
  • Microsoft Windows OS and Linux System Administration on engineering and networking level, preferable passionate about Microsoft Windows OS Server and Workstation.
  • You'd have nurtured a deep Linux OS knowledge and hands-on triage, and be very comfortable working in various other hypervisor environments such as VMWARE, Citrix, Linux with KVM, Microsoft Windows Server and Azure Stack HCI
  • Deep understanding of various VDI Solutions such as Omnissa Horizon (previously VMWARE)
What We Offer
  • Base salary range is 104,000 USD - 195,500 USD. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions.
  • You will also be eligible for equity and benefits

NVIDIA is committed to fostering a diverse work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.

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