Cloud Support Engineer

Job Title

Cloud Support Engineer

Role Summary

The Cloud Support Engineer provides technical support and operational ownership for secure, cloud-based silicon chip design environments used by external customers. This customer-facing role resolves incidents, maintains platform reliability, and improves operations through automation and agentic AI.

The role supports mission-critical EDA and HPC workloads in environments that include export-restricted (ITAR/CUI) data and requires adherence to high security and compliance standards.

Experience Level

Mid-level. The posting does not specify a years-of-experience requirement.

Responsibilities

Primary responsibilities include customer support, platform reliability, HPC performance, automation, and secure operations.

• Serve as primary technical contact for external customers using secure cloud-based silicon design platforms.
• Deliver timely, professional customer support: acknowledge, communicate, and resolve issues with clear updates.
• Support and troubleshoot Linux-based cloud environments covering compute, storage, networking, and identity services.
• Maintain availability, performance, and reliability of secure multi-tenant environments.
• Monitor HPC cluster performance, job throughput, and queue health; identify and remediate scheduler, I/O, memory, and resource contention issues.
• Troubleshoot and resolve license availability and checkout problems (e.g., FlexNet/FLEXlm or equivalent).
• Develop and maintain automation for system health monitoring, user provisioning, license tracking, and abnormal behavior detection.
• Apply agentic AI and scripting (Python, shell, Perl, etc.) to reduce manual effort and MTTR.
• Operate within security and compliance processes for systems containing ITAR/CUI data; participate in incident response and root cause analysis.
• Create and maintain runbooks, knowledge-base articles, and customer-facing documentation.

Requirements

Must-have technical and professional qualifications for effective performance in this role.

• Must-have: Hands-on Linux system administration and troubleshooting experience.
• Must-have: Experience supporting HPC or large-scale compute environments and distributed resource managers (e.g., Slurm, LSF, SGE, or similar).
• Must-have: Proficiency in scripting and automation (Python, shell scripting, Perl, or similar).
• Must-have: Experience with monitoring, logging, and alerting systems.
• Must-have: Familiarity with license management systems (e.g., FlexNet/FLEXlm or equivalent).
• Must-have: Demonstrated customer-service skills in a technical support or operations role; ability to manage multiple issues and communicate clearly to varied audiences.
• Must-have: Ability to work with export-restricted data (ITAR/CUI) and follow security, access control, auditing, and change management processes.
• Must-have: U.S. Person status or eligibility required to support export-controlled environments.

Nice-to-have skills:

• Experience supporting EDA, semiconductor, or silicon design environments.
• Familiarity with cloud-based HPC platforms (AWS, Azure, GCP, OpenStack/OpenShift).
• Experience applying AI-assisted/agentic automation in operations.
• Exposure to configuration management or infrastructure-as-code tools (Ansible, Terraform).

Education Requirements

Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

About the Company

Company: Cadence Design Systems

Headquarters: San Jose, California, USA

Cadence Design Systems is a global electronic design automation company that provides software, hardware, and intellectual property for designing advanced semiconductor chips. With over 25 years in the industry, Cadence is known for its innovative technology solutions and has been recognized by Fortune Magazine as one of the 100 Best Companies to Work For. The company is dedicated to solving complex technical challenges in order to enable customers to create revolutionary products and experiences.