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 platforms
- Deliver timely, responsive, and high‑quality support, ensuring customer issues are acknowledged, communicated, and resolved effectively
- Actively focus on delighting 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 troubleshoot Linux‑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
- Monitor HPC cluster performance, job throughput, and queue health
- Identify and remediate HPC job performance issues, including scheduler configuration, resource contention, I/O bottlenecks, and memory constraints
- Troubleshoot and resolve license 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
- Use 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 requirements
- Follow documented security, access control, auditing, and change management processes
- Participate in incident response, root cause analysis, and corrective actions
- Create and maintain runbooks, knowledge base articles, and customer‑facing documentation
Required Qualifications
Technical Skills
- Strong hands‑on experience with Linux system administration and troubleshooting
- Experience supporting HPC or large‑scale compute environments
- Proficiency in Python, 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 provide excellent 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 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 environments
- Familiarity with cloud‑based HPC platforms (AWS, Azure, GCP, OpenStack/OpenShift)
- Experience applying AI‑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
Skills Required
- Strong hands-on experience with Linux system administration and troubleshooting
- Experience supporting HPC or large-scale compute environments
- Proficiency in Python, shell scripting, Perl, or other automation-focused programming languages
- Experience with monitoring, logging, and alerting systems
- Familiarity with license management systems such as FlexNet or FLEXlm
- Demonstrated ability to provide excellent 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
- Ability to manage multiple customer issues simultaneously in an organized and dependable manner
- Ability to work with export-restricted ITAR/CUI data
- U.S. Person status or eligibility as required to support export-controlled environments
- Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience
- Experience supporting EDA, semiconductor, or silicon design environments
- Familiarity with cloud-based HPC platforms including AWS, Azure, GCP, OpenStack, or OpenShift
- Experience applying AI-assisted or autonomous automation in operations or support contexts
- Exposure to configuration management or infrastructure-as-code tools such as Ansible or Terraform
Cadence Design Systems Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cadence Design Systems and has not been reviewed or approved by Cadence Design Systems.
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Equity Value & Accessibility — A discounted ESPP with a lookback feature and equity included in total compensation make ownership broadly accessible and potentially meaningful. Structured compensation at an industry leader adds predictability to equity participation.
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Healthcare Strength — Medical, dental, and vision coverage are described as solid, with mental‑health/EAP and fertility support enhancing the offering. The breadth across core care and family‑building needs strengthens the healthcare package.
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Leave & Time Off Breadth — Global Recharge Days, volunteer time off, and companywide breaks indicate a comprehensive time‑off framework. In addition, many salaried roles are described as having flexible or generous PTO policies.
Cadence Design Systems Insights
What We Do
Cadence enables electronic systems and semiconductor companies to create the innovative end products that are transforming the way people live, work and play. Cadence® software, hardware and IP are used by customers to deliver products to market faster. The company's Intelligent System Design strategy helps customers develop differentiated products—from chips to boards to intelligent systems—in mobile, consumer, cloud, data center, automotive, aerospace, IoT, industrial and other market segments. Cadence is listed as one of Fortune Magazine's 100 Best Companies to Work For.
