Responsibilities:

• Provide support for standard and custom deployments
• Answer break/fix and non-break/fix technical questions through SFDC ticketing system
• Efficiently reproduce reported issues by leveraging tools (minikube, minitrino, docker-compose, etc.), identify root causes, and provide solutions
• Open SEP and Galaxy bug reports in Jira and feature requests in Aha!

LTS Upgrades:

• Provide upgrade support upon customer request
• Customer must be on a supported LTS version at the time of request
• TSE must communicate unsupported LTS requests to the Account team as these require PS services

Monthly Technical check-ins

• Conduct regularly scheduled technical check-ins with each BU
• Discuss open support tickets, provide updates on product bugs and provide best practice recommendations based on your observations and ticket trends

• Responsible for ensuring customer environments are on supported LTS versions

Knowledge Sharing/Technical Enablement:

• Knowledge exchange and continued technical enablement are crucial for the development of our team and the customer experience
• It's essential that we keep our product expertise and documentation current and that all team members have access to information

• Contribute to our reference documentation
• Lead peer training
• Consultant to our content teams
• Own your personal technical education journey

Project Involvement

• Contribute to or drive components of departmental and cross-functional initiatives

Partner with Leadership

• Identify areas of opportunity with potential solutions for inefficiencies or obstacles within the team and cross-functionally
• Provide feedback to your manager on continued ed. opportunities, project ideas, etc.

Requirements

• 5+ years of support experience
• 3+ years of Big Data, Docker, Kubernetes and cloud technologies experience
• Ability to Travel: This role will require 25% in-person travel for purposes including but not limited to new hire onboarding, team and department offsites, customer engagements, and other company events

Skills

• Big Data (Hadoop, Data Lakes, Spark)
• Docker and Kubernetes
• Cloud technologies (AWS, Azure, GCP)
• Security - Authentication (LDAP, OAuth2.0) and Authorization technologies
• SSL/TLS
• Linux Skills
• DBMS Concepts/SQL Exposure Languages: SQL, Java, Python, Bash

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Responsibilities:

• Provide support for standard and custom deployments
• Answer break/fix and non-break/fix technical questions through SFDC ticketing system
• Efficiently reproduce reported issues by leveraging tools (minikube, minitrino, docker-compose, etc.), identify root causes, and provide solutions
• Open SEP and Galaxy bug reports in Jira and feature requests in Aha!

LTS Upgrades:

• Provide upgrade support upon customer request
• Customer must be on a supported LTS version at the time of request
• TSE must communicate unsupported LTS requests to the Account team as these require PS services

Monthly Technical check-ins

• Conduct regularly scheduled technical check-ins with each BU
• Discuss open support tickets, provide updates on product bugs and provide best practice recommendations based on your observations and ticket trends

Knowledge Sharing/Technical Enablement:

• Knowledge exchange and continued technical enablement are crucial for the development of our team and the customer experience
• It's essential that we keep our product expertise and documentation current and that all team members have access to information

• Contribute to our reference documentation
• Lead peer training
• Consultant to our content teams
• Own your personal technical education journey

Project Involvement

• Contribute to or drive components of departmental and cross functional initiatives

Partner with Leadership

• Identify areas of opportunity with potential solutions for inefficiencies or obstacles within the team and cross-functionally
• Provide feedback to your manager on continued ed. opportunities, project ideas, etc.

Requirements

• 5+ years of support experience
• 3+ years of Big Data, Docker, Kubernetes and cloud technologies experience
• Ability to Travel: This role will require 25% in-person travel for purposes including but not limited to new hire onboarding, team and department offsites, customer engagements, and other company events.

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Key responsibilities include:

• Reporting to the job site during initial construction and reporting back to the engineering team as required.
• Performing troubleshooting and monitoring of the servers and network in our data centers and global points of presence.
• Rack and stack of data center network equipment.
• Maintaining Warehouse inventory and asset management using our internal application.
• Labelling and troubleshooting for fibre/optics cables.
• Power supply cabling, installation, troubleshooting and repair.
• Installation of racks, servers and switches; this includes staging racks in place, cabling, power up and handoff of hardware to the provisioning team for customer capacity allocation.
• Managing, responding and resolving of data center operations tickets used cross functionally within xAI via Jira.
• Creating and maintaining documentation of tasks and standard operating procedures.
• Receipt and decommissioning of data center hardware.
• Vendor returns for infrastructure under and out of warranty.
• Managing spare parts inventory within the data center.
• Defining, designing, and implementing network layouts and solutions within our data centers.

This position requires:

• A high school diploma or equivalency certificate.
• 5+ years of experience working with server, storage, compute and network hardware.
• 5+ years of experience troubleshooting and repairing servers and networking infrastructure.
• 5+ years of experience in Inventory Management, and ordering, receiving and shipping server and network equipment.
• Physical requirements include working in tight quarters, lifting up to 35lbs unassisted, and working at elevated heights.

Preferred skills and experience include:

• Strong Linux skills.
• Experience being on-call and ability to respond to critical events as needed.
• Experience leading Data Center Infrastructure projects.
• Curious to always learn new things within the Data Center World.
• Excellent prioritization and time management skills.
• Able to work in a fast-paced environment.
• Detail Oriented.
• Oracle Experience.
• Inventory Management.
• 4+ years of experience in Structured Cabling Copper/Fibre.
• 4+ years of experience in Power and Cooling concepts inside the data center.

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Your primary responsibilities will include:

• Reporting to the job site during initial construction and reporting back to the engineering team as required.
• Performing troubleshooting and monitoring of the servers and network in our data centers and global points of presence.
• Rack and stacking of data center network equipment.
• Maintaining Warehouse inventory and asset management using our internal application.
• Labelling and troubleshooting for fibre/optics cables.
• Power supply cabling, installation, troubleshooting and repair.
• Installation of racks, servers and switches; this includes staging racks in place, cabling, power up and handoff of hardware to the provisioning team for customer capacity allocation.
• Managing, responding and resolving of data center operations tickets used cross functionally within xAI via Jira.
• Creating and maintaining documentation of tasks and standard operating procedures.
• Receipt and decommissioning of data center hardware.
• Vendor returns for infrastructure under and out of warranty.
• Managing spare parts inventory within the data center.
• Defining, designing, and implementing network layouts and solutions within our data centers.

To be successful in this role, you will need:

• A high school diploma or equivalency certificate.
• 2+ years of experience working with server, storage, compute and network hardware.
• 2+ years of experience troubleshooting and repairing servers and networking infrastructure.
• 2+ years of experience in Inventory Management, and ordering, receiving and shipping server and network equipment.
• Strong Linux skills, including navigating the system's directories and filing system, manipulating files in the Linux shell, user permission configuration, package installation and software management.
• Ability to identify and apply different filesystem types, using Linux commands for process management, basic troubleshooting and debugging, and Bash or other scripting.
• Experience being on-call and ability to respond to critical events as needed.
• Experience leading Data Center Infrastructure projects.
• Curious to always learn new things within the Data Center World.
• Excellent prioritization and time management skills.
• Able to work in a fast-paced environment.
• Detail-oriented.
• Oracle Experience.
• Inventory Management.
• 4+ years of experience in Structured Cabling Copper/Fibre.
• 4+ years of experience in Power and Cooling concepts inside the data center.

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