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 motivated Cloud Support Engineer to support our secure, cloud‑based silicon chip design environments used by our external 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 to responsiveness, 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 through automation and agentic AI. Success in this role is measured not just by technical outcomes, but by customer satisfaction, trust, and confidence in the service. This position involves working with export‑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 for external customers using secure cloud‑based silicon design platformsDeliver timely, responsive, and high‑quality support, ensuring customer issues are acknowledged, communicated, and resolved effectivelyActively focus on delighting customers by minimizing downtime, anticipating needs, and exceeding service expectationsClearly communicate technical issues, status updates, and resolutions to customers with varying levels of technical expertiseBuild trust with customers through professionalism, accountability, and consistent follow‑through Platform & Environment Support Support and troubleshoot Linux‑based cloud environments used for silicon design and verification workflowsMaintain availability, performance, and reliability of secure multi‑tenant environmentsDiagnose and resolve system‑level issues across compute, storage, networking, and identity services HPC, Licensing & Performance Management Monitor HPC cluster performance, job throughput, and queue healthIdentify and remediate HPC job performance issues, including scheduler configuration, resource contention, I/O bottlenecks, and memory constraintsTroubleshoot and resolve license availability, utilization, and checkout issues impacting customer workloadsSupport 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 monitoringUser provisioning and de‑provisioningLicense usage tracking and alertingDetection of abnormal system or job behaviorUse agentic 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 containing ITAR‑controlled and CUI data in compliance with regulatory and company requirementsFollow documented security, access control, auditing, and change management processesParticipate in incident response, root cause analysis, and corrective actionsCreate and maintain runbooks, knowledge base articles, and customer‑facing documentation Required Qualifications Technical Skills Strong hands‑on experience with Linux system administration and troubleshootingExperience supporting HPC or large‑scale compute environmentsProficiency in Python, shell scripting, Perl, or other automation‑focused programming languagesExperience with monitoring, logging, and alerting systemsFamiliarity with license management systems (e.g., FlexNet/FLEXlm or equivalent) Customer Service & Professional Skills Demonstrated ability to provide excellent customer service in a technical support or operations roleStrong sense of urgency and ownership when responding to customer issuesAbility to balance technical depth with clear, customer‑friendly communicationOrganized, dependable, and able to manage multiple customer issues simultaneously Security & Compliance Ability to work with export‑restricted data (ITAR/CUI)U.S. Person status or eligibility as required to support export‑controlled environments Preferred Qualifications Experience supporting EDA, semiconductor, or silicon design environmentsFamiliarity with cloud‑based HPC platforms (AWS, Azure, GCP, OpenStack/OpenShift)Experience applying AI‑assisted or autonomous automation in operations or support contextsExposure 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 We’re doing work that matters. Help us solve what others can’t.