GPU Infrastructure Support Engineer

GPU Infrastructure Support Engineer About Civo: Civo is reimagining the cloud industry by providing developers and businesses with cutting-edge, developer-friendly cloud solutions. With a focus on simplicity, performance, and reliability, Civo enables its clients to unleash the full potential of their projects and scale with ease. As a company committed to excellence and innovation, Civo values diversity, collaboration, and continuous improvement. About the Role: GPU Infrastructure Support Engineer, you will serve as the frontline operational defense for Civo’s global GPU and AI infrastructure fleet. You will handle day-to-day customer tickets, platform alerts, hardware fault triage, and initial incident response across GPU nodes, high-speed networking fabrics, and Linux systems. This is a hands-on, high-impact role requiring strong technical curiosity and structured troubleshooting discipline. You will own incidents end-to-end, conduct initial hardware diagnostics, coordinate smart-hands activities in our data centers, and ensure clean, evidence-rich handovers when escalating complex issues to Senior GPU Infrastructure Engineers. Responsibilities: 24/7 Operations & Ticket Triage Incident Triage: Monitor platform dashboards and queue systems to acknowledge, prioritize, and triage customer-reported issues within strict SLA targets. Customer Communication: Provide clear, professional, and technical status updates to enterprise clients via ticketing channels and status pages. Shift Handovers: Maintain accurate event logs and execute clean, detailed shift handovers to ensure continuous operational coverage. GPU Node & Hardware Triage First-Line Diagnostics: Execute runbooks to inspect node health using nvidia-smi, NVIDIA Data Center GPU Manager (DCGM), and system event logs (dmesg, journalctl). Out-of-Band Management: Access and manage bare-metal host BMCs via IPMI or Redfish to perform power cycles, remote console inspections, and system event log extractions. RMA Preparation: Gather diagnostic logs and serial numbers to build complete, evidence-rich vendor RMA submission packages for failed GPUs, DIMMs, or storage drives. Data Center & Field Support Coordination Smart-Hands Coordination: Act as the primary technical contact for local data center facility technicians, directing physical component reseats, optic replacements, and cable testing. Asset Tracking: Maintain absolute data integrity across Civo’s DCIM and IPAM systems (e.g., NetBox) during hardware swaps or maintenance. Platform & Environment Troubleshooting User Support: Assist customer teams with basic SSH access, GPU device passthrough checks, Slurm job queue status, and container runtime issues. Runbook Execution & Improvement: Follow operational runbooks for routine maintenance and propose incremental updates based on real-world incident trends. Key Results/Objectives: SLA Adherence: Maintain >98% compliance on initial response and update SLAs across all priority tiers. First-Contact Resolution: Resolve >= 60% of tier-1 platform and access tickets without requiring L3 escalation. RMA Processing Speed: Package and submit verified RMA evidence to hardware vendors within 4 hours of fault confirmation. Requirements: Experience & Core Qualifications 2–4+ years of technical experience in an IT infrastructure support, service desk, or data center operations role within a structured, customer-facing environment. Demonstrated hands-on experience troubleshooting server hardware and Linux operating systems. Technical Expertise Linux Administration: Strong CLI proficiency with systemd, file permissions, storage mounts, and network diagnostic utilities (ip, ping, traceroute, netstat). GPU & Hardware Diagnostics: Working knowledge of NVIDIA GPU server architectures, including command-line tools like nvidia-smi and basic DCGM health checks. Hardware & Out-of-Band: Familiarity with server architecture (PCIe, NVMe, memory topology) and Out-of-Band management (iDRAC, iLO, BMC via IPMI/Redfish). Ticketing & ITIL: Working understanding of incident management workflows, prioritization, and ticket lifecycle tracking. Soft Skills Exceptional written communication skills with the ability to summarize complex technical logs into clear customer updates and internal escalation notes. Strong organizational discipline and a methodical approach to step-by-step technical isolation. Nice to Have: Experience with Slurm workload manager or Kubernetes (kubectl basics). Basic awareness of high-performance networking concepts (InfiniBand, RoCEv2, RDMA). Linux certifications (RHCSA, CompTIA Linux+) or Kubernetes foundations (CKA/KCNA). Why Join Civo? Competitive compensation and benefits package. 4-day work week company (unless attending an event). Uncapped holiday. Remote work environment with flexibility and autonomy. Collaborative and inclusive culture that values diversity and creativity. Opportunity to work with a dynamic and innovative team in the fast-growing cloud industry.