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Senior Technical Support Specialist

4 weeks ago

Phoenix, Arizona, United States Saxon Global Full time

Role: Senior Technical Support Engineer

Location: Remote opportunity with West Coast hours

Position Type: Direct Hire

Overview:

Saxon Global is seeking a Senior Technical Support Engineer to join our Enterprise Computing Global Support team. As a trusted advisor and virtual extension of our EDA queue maintainers, you will ensure optimal usage of client products through best practices, troubleshooting, and training. You will interface with stakeholders at all levels, from queue maintainers to executives, and play a crucial role in fostering internal collaboration among Sales, Marketing, Engineering, and Product Management teams.

Key Responsibilities:

  • Provide dedicated technical support, including responding to escalated tickets, troubleshooting product issues, and developing workarounds.
  • Act as the primary technical liaison to the customer.
  • Deliver training and knowledge transfer to empower customers in effectively using products.
  • Collaborate cross-functionally with Sales, Services, Engineering, and Marketing teams to strengthen relationships and drive product improvements.
  • Offer insights on product direction and assist in accurately representing product features and capabilities to Business and Marketing teams.

Qualifications:

Basic Requirements:

  • Bachelor's degree in IT, Computer Science, or equivalent EDA/HPC System Administrator experience.
  • 5 to 10 years of experience in EDA/HPC cluster deployment and support.
  • Strong knowledge of computer science and systems-level concepts (networking, operating systems, file systems, high availability, containers).
  • Excellent analytical and debugging skills (e.g., system/application log analysis, strace, lsof, gdb, gstack).
  • Proficiency in Linux shell scripting is required.
  • Strong communication, interpersonal, time management, and organizational skills.

Preferred Qualifications:

  • Experience with C, C++, and Tcl is a plus.
  • Familiarity with workload management/job scheduling software (e.g., PBS Professional, SLURM, Grid Engine, LSF, LoadLeveler, Moab/TORQUE) in an HPC/EDA environment is highly advantageous.

Success Factors:

  • Envision the Future
  • Communicate Honestly and Broadly
  • Seek Technology and Business 'Firsts'
  • Embrace Diversity and Take Risks

Additional Information:

  • Primary technical support for premium customer, Microchip.
  • Experience with farm-based scheduling and workload management.
  • Ideal candidates may have experience with Net Batch employees from Intel or similar backgrounds.
  • Preference for candidates in the Chandler/Phoenix area; open to remote candidates within the West Coast, including Mexico.
  • Weekly meetings, team calls, and Slack channels for collaboration.
  • Team culture values level-headedness, calmness, and a collaborative spirit. A strong inclination for troubleshooting is essential.