Senior Technical Support Engineer - Ethernet and AI Infrastructure
Salary not listed • Remote • Australia, Remote • Full-time
Posted 22d ago
Job Location
Australia, Remote
Tech Stack
Remote Work Policy
Fully remote
Employment Type
Full-time
Categories
AI Infrastructure Engineer
About the job
We are seeking a Senior Technical Support Engineer with deep expertise in Ethernet networking and AI infrastructure. In this customer-facing role, you will own complex technical investigations and critical escalations involving large-scale data center and AI environments. You will serve as a trusted technical advisor to strategic customers, combining strong troubleshooting skills with excellent communication, crisis management, and technical leadership. You will collaborate closely with Engineering, Product Management, Marketing, and Support teams to resolve issues and improve our products and support practices.
Responsibilities
- Investigate and resolve complex issues involving Ethernet networking, Linux systems, servers, and large-scale AI infrastructure.
- Own critical customer issues from initial response through resolution, coordinating cross-functional teams and providing clear communication.
- Reproduce customer problems, analyze diagnostic data, identify root causes, and resolve issues related to installation, operation, maintenance, performance, and interoperability.
- Serve as a trusted technical advisor to enterprise, cloud, and service-provider customers.
- Partner with Engineering and Product teams to translate field findings into product improvements and support tools.
- Provide technical leadership during high-severity incidents, managing priorities, risks, and customer expectations.
- Improve support effectiveness through automation, knowledge sharing, and the practical use of agentic AI tools.
Requirements
- 5+ years of experience providing in-depth technical support and debugging for networking, hardware, software, or enterprise infrastructure products.
- Deep knowledge of Ethernet and data center networking, including TCP/IP, Layer 2/3 technologies, routing, and switching.
- Proven experience troubleshooting complex network issues using tcpdump, Wireshark, packet generators, telemetry, and log-analysis tools.
- Strong Linux system administration and networking skills, including diagnosing server, OS, driver, hardware, and performance issues.
- Excellent customer-facing, written, verbal, and presentation skills.
- Proven ability to lead high-severity customer situations, coordinate technical teams, and drive issues to resolution.
- Strong analytical, organizational, and prioritization skills, with the ability to work independently.
- Practical experience using agentic AI technologies such as Claude, Codex, or Cursor for troubleshooting or automation.
- Hands-on experience with AI infrastructure and at least two of the following: data centers, distributed systems, accelerated servers, virtualization, deep learning frameworks, Docker, Kubernetes, or high-performance computing.
- A bachelor’s or master’s degree in a relevant field, or equivalent practical experience.