NOC Engineer - Highrise AI

Role overview

Provide 24/7 monitoring and operational support for infrastructure used in AI and machine learning workloads. This role focuses on customer case triage, incident communications, and coordination with engineering teams to help maintain service availability across compute, storage, and network resources.

Responsibilities

- Provide timely, context-aware support to customers using the infrastructure. - Triage incoming cases and assess impacts to compute, storage, and network resource pools. - Share incident updates and escalate issues when additional expertise or action is needed. - Maintain clear documentation, operating standards, and runbooks for the assigned area. - Assist reliability engineering teams with fleet work, including firmware and configuration upgrades and planned maintenance. - Relay customer needs to product and platform teams to inform service improvements.

Requirements

- At least two years supporting customers who use network or compute infrastructure at scale in 24/7 environments. - A college diploma or university degree in computer science, engineering, or a related field, or equivalent experience. - Strong analytical and troubleshooting ability, attention to detail, and sound prioritization under pressure. - Customer-service orientation and clear written, verbal, and interpersonal communication. - Ability to take ownership, collaborate across teams, and work with limited supervision. - Interest in continuous improvement and reducing repetitive operational work.

Benefits and work setup

This is a full-time engineering role supporting large-scale AI compute infrastructure across multiple sites. The position may be hybrid or remote depending on location. Travel to data centers for cluster commissioning, acceptance, and complex troubleshooting is required, and flexibility for critical incidents or maintenance outside regular hours is expected. The work offers direct involvement in the performance and reliability of production AI clusters.