Infra Support Engineer

🌟 We're Hiring: Infra Support Engineer! 🌟

We are looking for a dedicated and skilled Infra Support Engineer to join our dynamic team in Kuala Lumpur, Malaysia. The ideal candidate will have at least 2 years of experience in infrastructure support, with a strong understanding of network configurations, system administration, and troubleshooting techniques.

📍 Location: Kuala Lumpur, Malaysia
⏰ Work Mode: Work From Office
💼 Role: Infra Support Engineer

What You'll Do:
Responsibilities

1. Provide first/second-line technical support to customers for the AI Infrastructure (GPU/CPU nodes, networking, storage, orchestration, platform services) via ticketing systems, emails, slack, or other messaging systems.

2. Support GPU cluster delivery including system provisioning, image deployment, network validation, BIOS/firmware updates, GPU driver/runtime installation, etc.

3. Monitor system health and service-level indicators (alerts, dashboards); respond to alerts 24x7 as scheduled.

4. Triage incident, gather context, verify scope and impact, follow standard operating procedures and runbooks to perform immediate mitigations..

5. Escalate to the global SRE engineers with clear, concise incident notes and relevant logs/traces.

6. Maintain incident logs, update status pages, and communicate timely updates to stakeholders during incidents.

7. Perform routine operational tasks: log checks, health checks, capacity checks, and simple automated fixes.

8. Participate in postmortems and contribute actionable follow-ups to reduce recurrence.

9. Help maintain and improve SOP, run periodic runbook validation, and document new procedures.

10. Work collaboratively with developers and SRE teams to improve reliability.

Qualifications

1. Bachelor’s degree in Computer Science or related field.

2. Over 2+ years of experience in IT operations, server administration, SRE, DevOps or technical support.

3. Hands-on Linux experience (shell, kernel, logs).

4. Basic networking knowledge (TCP/IP, DNS, HTTP, VLANs).

5. Familiarity with monitoring/alerting/logging tools (e.g. Prometheus, Grafana, AlertManager).

6. Experience with Nvidia GPU infrastructure, Kubernetes,

7. Comfortable collecting diagnostics, reading logs, and interpreting traces.

8. Strong troubleshooting mindset and ability to follow runbooks under pressure.

9. Excellent written and verbal communication for customer-facing incident handling.

10. Willingness to work shifts and participate in on-call rotations.