About the role

We are an NVIDIA Cloud Partner running AI clusters for training and inference. As a Technical Support Engineer, you are the technical point of contact for our customers and the owner of day-to-day health, stability and performance of our AI clusters.

This is a hands-on role. You own each customer issue end to end, from first response to resolution, bringing in L2 engineers when deeper investigation is needed. You will also watch over the fleet and turn recurring problems into automation and better alerts.

What you'll do

Customer support

• Own customer tickets and channels end to end, within SLA, keeping customers informed until resolution

• Help customers onboard and run workloads on our clusters: access, Slurm or Kubernetes jobs, containers, storage

• Debug customer job failures and performance issues, and explain root cause and next steps clearly

• Write incident updates and post-incident reports for affected customers

Cluster monitoring and stability

• Monitor GPU, network, storage and node health across the fleet, and act on alerts

• Triage GPU node faults using nvidia-smi, DCGM and system logs; isolate issues across GPU, NIC, firmware and server

• Run InfiniBand/RoCE fabric diagnostics and work with the network team on link and fabric issues

• Drain, repair and return nodes to service; prepare clean evidence for vendor RMA

• Lead or support incident response, and run root cause analysis on major incidents

Operational improvement

• Tune alerts so each one has a clear meaning and a clear action

• Automate diagnostics and repetitive fixes with scripts and small tools

• Feed recurring customer and fleet issues back to the engineering team

What we're looking for

• 3+ years in infrastructure support, SRE or support engineering, in a customer-facing, SLA-driven environment (cloud, data platform or managed services)

• Strong Linux troubleshooting: logs, drivers, kernel, systemd, networking basics

• Working knowledge of Kubernetes and/or Slurm: can debug pods and jobs, read logs, follow runbooks

• Experience with monitoring stacks such as Prometheus and Grafana

• Scripting in Bash and Python

• Ansible, Terraform or other infrastructure-as-code tools

• Clear written communication: your ticket notes let the next engineer pick up without starting over, and customers understand what happened

Working arrangement

• Based in Malaysia, with regular travel to our data centers across Southeast Asia

• On-call rotation required

Gaji: RM 3,200 – RM 4,200 per month

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