Customer Support Engineer

Do you like a challenge, are you a complex thinker who likes to solve problems? If so, then you might be the new Altairian we are searching for. At Altair, your curiosity matters. We pride ourselves on a business culture that enables open, creative thinking, and we deeply value our employees and their contributions towards our clients’ success, as well as our own.

Job Summary:

Altair is looking for self-motivated individuals with a passion for High performance computing and customer service to join our Enterprise Computing post-sales support team. We are a group of knowledgeable and motivated individuals who design, develop, troubleshoot, and deliver solutions for our High Performance Computing (HPC) software. We are also a technically diverse team, with many that have particular specialties so documenting, collaborating, mentoring and cross-training with each other is a big part of what keeps us in top shape.

Customer success being our main focus, we have high expectations of ourselves in order to maintain a great rapport with all of our customers since our software runs on many of the top supercomputers around the world. We travel occasionally to handle customer issues or deployments, but most often work remotely with our customers from the comfort of our local or home offices located in various parts of the US.

A typical day for you would be to resolve/respond to customer issues via email/phone/screen-share session. The activities can include tweaking/resetting configuration changes, analyzing logs, core files, troubleshooting advanced system problems, and effectively identifying and solving problems. You might also be involved occasionally in customer deployments, upgrades, discovery calls etc., as well as join us at various trade shows. You will have the opportunity to showcase your talents in various ways, either by creating contents of short demos of our products, FAQ docs, cheat sheets etc., that would benefit you and your colleagues and transform things for our clients as well.

What You Will Need:

Basics:

• Advanced knowledge of HPC workload management with a minimum of 3 to 5 years of Linux and/or Windows system administration:
• User management (e.g., NIS, local accounts, LDAP)
• Network configuration and diagnostics (e.g., NFS, TCP)
• System configuration and diagnostics
• Strong knowledge of installation and maintenance of applications of Linux/UNIX and windows scripting
• Python
• UNIX Shell (sh, csh, tcsh)
• Windows Batch Scripting
• Strong written and verbal communication skills
• Ability and desire for learning new technologies and tools
• Being proactive and taking the lead on customer cases and successfully triaging/driving them to closure.
• Prioritization Skills – The ability to analyze support requests and prioritize them based on impact
• Discipline – The discipline to actively manage support requests and overhead tasks, without getting distracted by email, chat or other ad-hoc communication
• A Teacher – Able to teach end users about IT technologies or solutions to their issues in an easy-to-understand way
• Availability for occasional travel
• Bachelor’s degree in Computer Science
• US Citizenship required

Preferred:

• Experience working with High Performance Computing Workload Managers (PBS Pro, Grid Engine, LSF, Slurm, etc.)
• Experience working with Cloud platforms