Global Resolution Engineer

Role overview The Global Resolution Engineer serves as a top-tier escalation specialist focused on networking for high-performance computing, AI/ML, and enterprise storage environments. The role blends deep technical troubleshooting with cross-functional leadership, partnering with customer success, engineering, and product teams to resolve critical incidents, shape network-related product design, and elevate global support readiness. It is a senior, hands-on position suited to someone who can operate under pressure in 24/7 mission-critical settings.

Responsibilities

- Act as the primary escalation point for complex customer issues involving network fabric design, connectivity, throughput, and latency in demanding data-intensive deployments. - Diagnose Layer 1–4 problems across Ethernet, InfiniBand, and RDMA-based fabrics supporting AI/ML pipelines and HPC clusters. - Mentor customer success engineers, review case strategy, and raise the overall networking competence of the support organization. - Analyze field telemetry and case data to detect recurring patterns, prevent future incidents, and surface systemic configuration weaknesses. - Maintain internal knowledge assets such as known-issue entries, technical advisories, and customer-facing documentation with networking-specific content. - Contribute detailed root cause analyses to product and engineering teams, influence roadmap decisions, and improve packet capture, latency, and flow-analysis tooling.

Requirements

- Bachelor's degree in Computer Science, Electrical Engineering, or a closely related field, or equivalent practical experience. - 15 or more years in advanced technical support, network engineering, or network architecture within enterprise, cloud, or HPC environments. - Demonstrated ability to lead multi-team escalations and represent engineering in customer-critical situations. - Subject-matter expertise in modern data center networking: Ethernet at 10/25/40/100/400G, HDR/NDR InfiniBand, RoCE, DPDK, and UCX. - Hands-on experience with multi-vendor switching and routing platforms and with Linux network stack debugging and tuning. - Fluency in English, flexibility for global on-call rotation, and occasional travel.

Nice to have

- Cloud provider exposure (AWS, Azure, GCP) and hybrid deployment experience. - Kubernetes networking familiarity (CNI plugins, pod networking), Terraform, Ansible, or Python/Bash automation skills. - Additional spoken languages.

Benefits and work setup

- Global, customer-facing technical role with opportunities to influence product direction and architecture reviews. - On-call participation in a 24/7 follow-the-sun support model with high-severity incident ownership. - Collaborative environment emphasizing ownership, courage, customer centricity, and transparent cross-team communication.