Location: Tokyo, Japan
About the Opportunity
Our client is a global technology company at the forefront of next-generation AI computing and high-performance infrastructure solutions. The organization develops cutting-edge hardware and software technologies that power advanced artificial intelligence, machine learning, and large-scale computing environments.
With a strong engineering-driven culture and an expanding international presence, the company is committed to delivering scalable, reliable, and high-performance infrastructure solutions for enterprise and research customers worldwide.
Position Summary
We are seeking a skilled and customer-focused Support Engineer – AI Server Infrastructure to support the deployment, maintenance, and operation of AI server systems across Japan.
The successful candidate will provide both on-site and remote technical support for high-performance servers, storage platforms, networking equipment, and related infrastructure. This role requires strong troubleshooting skills, hands-on hardware experience, and the ability to collaborate effectively with customers and global engineering teams.
Key Responsibilities
AI Infrastructure Support
- Perform preventative and corrective maintenance on AI server systems and associated infrastructure.
- Diagnose and resolve hardware failures involving servers, accelerators, memory, storage, power supplies, and PCIe devices.
- Conduct component replacements and on-site repair activities.
- Support server deployments, installations, relocations, and decommissioning projects.
- Execute firmware, BIOS, driver, and software upgrades.
Monitoring & Incident Response
- Monitor system availability and performance using remote management and monitoring tools.
- Investigate and analyze system alerts, logs, and hardware events.
- Perform first-level troubleshooting and root cause identification.
- Create incident reports and maintain accurate service documentation.
- Escalate complex technical issues to engineering and global support teams as required.
Customer Engagement
- Deliver professional technical support at customer offices and data center facilities.
- Communicate technical findings, risks, and resolutions effectively to customers and internal stakeholders.
- Ensure support activities are completed in accordance with service-level agreements (SLAs).
- Act as a trusted technical advisor during maintenance windows and critical outage situations.
Asset & Inventory Management
- Track and manage spare parts inventory.
- Coordinate replacement part shipments and logistics activities.
- Maintain maintenance reports, service records, and asset tracking documentation.
Required Qualifications
- Minimum 3 years of experience supporting enterprise server infrastructure.
- Hands-on experience troubleshooting x86 servers and enterprise hardware platforms.
- Strong understanding of hardware diagnostics and failure isolation.
- Working knowledge of Linux operating systems (Ubuntu, RHEL, CentOS, etc.).
- Basic networking knowledge, including:
- TCP/IP
- DHCP
- VLANs
- Layer 2 / Layer 3 networking
- IPMI
- Experience providing customer-facing technical support and on-site services.
- Familiarity with hardware diagnostic tools such as:
- ipmitool
- smartctl
- nvidia-smi (or equivalent monitoring tools)
- Experience preparing technical and incident documentation.
- Ability to read and understand English technical documentation.
- Business-level Japanese language skills.
- Conversational English communication ability.
Preferred Qualifications
- Experience supporting GPU servers, AI infrastructure, or high-performance computing (HPC) environments.
- Hands-on experience with enterprise AI server platforms and large-scale compute clusters.
- Knowledge of:
- InfiniBand
- NVLink
- PCIe architectures
- High-speed Ethernet networking
- Experience working within data center environments.
- Understanding of AI, machine learning, or HPC workloads.
- Experience with Linux shell scripting and automation.
- Valid Japanese driver's license.
- Experience supporting multinational enterprise customers.
Language
- Japanese: Business
- English: Business level