Infra Support Engineer

Infra Support Engineer – GMI Global Infrastructure Team

• Preferred Location:
• - Taiwan - Malaysia
• Responsibilities:
• - Provide first and second-line technical support to customers for AI Infrastructure, including GPU/CPU nodes, networking, storage, orchestration, and platform services. Support is delivered via ticketing systems, emails, Slack, or other messaging platforms.
• - Support GPU cluster delivery, including system provisioning, image deployment, network validation, BIOS/firmware updates, and GPU driver/runtime installation.
• - Monitor system health and service-level indicators using alerts and dashboards; respond to alerts 24x7 as scheduled.
• - Triage incidents by gathering context, verifying scope and impact, and following standard operating procedures and runbooks to perform immediate mitigations.
• - Escalate incidents to global SRE engineers with clear, concise incident notes and relevant logs/traces.
• - Maintain incident logs, update status pages, and communicate timely updates to stakeholders during incidents.
• - Perform routine operational tasks such as log checks, health checks, capacity checks, and simple automated fixes.
• - Participate in postmortems and contribute actionable follow-ups to reduce recurrence of incidents.
• - Help maintain and improve standard operating procedures (SOP), run periodic runbook validation, and document new procedures.
• - Work collaboratively with developers and SRE teams to improve system reliability.
• Qualifications:
• - Bachelor’s degree in Computer Science or a related field.
• - Over 2 years of experience in IT operations, server administration, SRE, DevOps, or technical support.
• - Hands-on Linux experience, including shell, kernel, and log management.
• - Basic networking knowledge, including TCP/IP, DNS, HTTP, and VLANs.
• - Familiarity with monitoring, alerting, and logging tools such as Prometheus, Grafana, and AlertManager.
• - Experience with Nvidia GPU infrastructure and Kubernetes.
• - Comfortable collecting diagnostics, reading logs, and interpreting traces.
• - Strong troubleshooting mindset and ability to follow runbooks under pressure.
• - Excellent written and verbal communication skills for customer-facing incident handling.
• - Willingness to work shifts and participate in on-call rotations.
• - Bilingual in English and Chinese.