Cloud Support Engineer

At Cadence, we hire and develop leaders and innovators who want to make an impact on the world of technology.

Job Summary

We are seeking a highly motivatedCloudSupport Engineer to support oursecure, cloud‑based silicon chip design environments used by ourexternal customers for mission‑critical EDA and HPC workloads. This role is customer‑facing and service‑oriented, requiring not only strong technical expertise, but also a commitment toresponsiveness, professionalism, and delivering an exceptional customer experience.

The Cloud Support Engineer will be responsible for maintaining system reliability, resolving issues quickly and accurately, and proactively improving the platform throughautomation and agentic AI. Success in this role is measured not just by technical outcomes, but bycustomer satisfaction, trust, and confidence in the service.

This position involves working withexport‑restricted data (ITAR/CUI) and supporting secure environments with high operational and compliance standards.

Key Responsibilities

Customer Support & Service Excellence

• Serve as a primary technical support contact forexternal customers using secure cloud‑based silicon design platforms
• Delivertimely, responsive, and high‑quality support, ensuring customer issues are acknowledged, communicated, and resolved effectively
• Actively focus ondelighting customers by minimizing downtime, anticipating needs, and exceeding service expectations
• Clearly communicate technical issues, status updates, and resolutions to customers with varying levels of technical expertise
• Build trust with customers through professionalism, accountability, and consistent follow‑through

Platform & Environment Support

• Support and troubleshootLinux‑based cloud environments used for silicon design and verification workflows
• Maintain availability, performance, and reliability of secure multi‑tenant environments
• Diagnose and resolve system‑level issues across compute, storage, networking, and identity services

HPC, Licensing & Performance Management

• MonitorHPC cluster performance, job throughput, and queue health
• Identify and remediateHPC job performance issues, including scheduler configuration, resource contention, I/O bottlenecks, and memory constraints
• Troubleshoot and resolvelicense availability, utilization, and checkout issues impacting customer workloads
• Support distributed resource managers (e.g., Slurm, LSF, SGE, or similar technologies)

Automation & Agentic AI

• Develop and maintain automation to streamline recurring operational tasks, including:
  • System health, performance, and capacity monitoring
  • User provisioning and de‑provisioning
  • License usage tracking and alerting
  • Detection of abnormal system or job behavior
• Useagentic AI, Python, shell scripting, Perl, or similar technologies to reduce manual effort and improve mean time to resolution (MTTR)
• Continuously improve operational efficiency while enhancing the customer experience

Security, Compliance & Operations

• Operate and support systems containingITAR‑controlled and CUI data in compliance with regulatory and company requirements
• Follow documented security, access control, auditing, and change management processes
• Participate in incident response, root cause analysis, and corrective actions
• Create and maintainrunbooks, knowledge base articles, and customer‑facing documentation

Required Qualifications

Technical Skills

• Strong hands‑on experience withLinux system administration and troubleshooting
• Experience supportingHPC or large‑scale compute environments
• Proficiency inPython,shell scripting,Perl, or other automation‑focused programming languages
• Experience with monitoring, logging, and alerting systems
• Familiarity with license management systems (e.g., FlexNet/FLEXlm or equivalent)

Customer Service & Professional Skills

• Demonstrated ability to provideexcellent customer service in a technical support or operations role
• Strong sense of urgency and ownership when responding to customer issues
• Ability to balance technical depth with clear, customer‑friendly communication
• Organized, dependable, and able to manage multiple customer issues simultaneously

Security & Compliance

• Ability to work withexport‑restricted data (ITAR/CUI)
• U.S. Person status or eligibility as required to support export‑controlled environments

Preferred Qualifications

• Experience supportingEDA, semiconductor, or silicon design environments
• Familiarity with cloud‑based HPC platforms (AWS, Azure, GCP, OpenStack/OpenShift)
• Experience applyingAI‑assisted or autonomous automation in operations or support contexts
• Exposure to configuration management or infrastructure‑as‑code tools (e.g., Ansible, Terraform)

Education

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

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