Senior Enterprise Support Case Engineer
NVIDIA Corporation
8d ago

We are now looking for an experienced Data Center and / or Engineering Support Specialist with ability to triage customer software / virtualization environment issues, manage customer issues end-

to-end, and maintain good customer relationships. As a key member of this team, you will work on some of the most critical products for NVIDIA supporting the vGPU and GRID product lines.

We are looking for engineering individuals with Enterprise Support and / or Data Center backgrounds for this team.

In this highly technical engineering role you will be responsible for providing exceptional support to NVIDIA’s enterprise customers.

Required skills include excellent Linux and Windows debugging, background in VMWare, Citrix, and / or Windows VDI environments, and knowledge of large enterprise server deployments.

We are looking for someone who has superb communication & interpersonal skills, given you will be working closely with our customers and engineers to understand, explain and resolve issues.

Do you also have experience with professional graphics solutions, deep learning or desktop virtualization? If so, this might be an ideal career match.

What you'll be doing :

  • Provide direct support to our NVIDIA Enterprise customers and work to answer questions, reproduce, resolve, or escalate customer issues
  • Track and file new bugs and reproduce issues from time to time
  • You will be responsible for administration of our CRM systems and providing metrics and reports in order to understand better how to improve support.
  • Developing close relationships with dedicated customer contacts and learning their requirements and business needs will be an important part of your job.

    As we document customer interactions we will better enhance our knowledge base.

  • Take ownership and drive customer issues from inception to resolution
  • You will actively contact customers and develop internal relationships to bring to bear NVIDIA's internal expertise
  • Participate in the creation, maintenance and versioning of documentation related to enterprise support processes, procedures and associated guidelines.
  • We will get to see your initiative and attention to detail and good judgement in action every day
  • What we need to see :

  • Minimum of a Bachealor's degree (in CS / EE / CE / Mathematics or related CS field)
  • 5+ years of customer support or software development experience
  • Deep VMWare and / or Citrix VDI environment knowledge including Horizon, XenDesktop and / or RDSH
  • You should be very comfortable working in various Linux environments as well as with Windows OS’s
  • Professional-level interpersonal skills, including ability to adjust communication to technical level of audience, and stay calm and focused in negative situations
  • Excellent follow-up and organizational skills
  • We are seeking someone who brings an independent analysis, communication and problem-solving.
  • Ways to stand out from the crowd :

  • Device driver experience (Linux, Windows)
  • Any exposure to system level debug and triaging experience
  • Experience supporting professional graphics solutions, deep learning / artificial intelligence or desktop virtualization
  • CRM experience (ticketing, knowledge base, forums)
  • Management experience is a plus (software, program, project)
  • Experience dealing directly with customer escalations
  • Widely considered to be one of the technology world’s most desirable employers, NVIDIA is an industry leader with groundbreaking developments in High-

    Performance Computing, Artificial Intelligence and Visualization. The GPU, our invention, serves as the visual cortex of modern computers and is at the heart of our products and services.

    Our work opens up new universes to explore, enables amazing creativity and discovery and powers what were once science fiction inventions from artificial intelligence to autonomous cars.

    NVIDIA offers highly competitive salaries and a comprehensive benefits package. We have some of the most brilliant and talented people in the world working for us and, due to unprecedented growth, our world-

    class engineering teams are growing fast. If you're a creative and autonomous engineer with real passion for technology, we want to hear from you.

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