Cloud Support Engineer - Managed Cloud Services

At Cadence, we hire and develop leaders and innovators who want to make an impact on the world of technology.Job SummaryWe are seeking a highly motivated candidate for the position of Cloud Support Engineer with a strong infrastructure background to support our secure, cloud‑based silicon chip design environments used by external customers for mission‑critical EDA, HPC, and containerized workloads. This role is customer‑facing and service‑oriented, requiring deep technical expertise across Linux, cloud infrastructure, and platform operations, along with a strong commitment to responsiveness, professionalism, and delivering an exceptional customer experience.This role is well‑suited for engineers with hands‑on experience operating OpenStack and/or OpenShift platforms, along with traditional infrastructure components such as compute, storage, networking, and identity services. Success is measured not only 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 highly secure environments with stringent operational and compliance standards.Key ResponsibilitiesCustomer Support & Service ExcellenceServe as a primary technical support contact for external customers using secure cloud‑based silicon design and HPC platformsDeliver timely, responsive, and high‑quality support, ensuring customer issues are acknowledged, communicated, and resolved effectivelyProactively minimize downtime, anticipate customer needs, and resolve issues before they impact workloadsClearly communicate complex technical issues, status updates, and resolutions to customers with varying levels of expertiseBuild long‑term customer trust through professionalism, ownership, and consistent follow‑throughPlatform, Infrastructure & Environment SupportSupport and troubleshoot Linux‑based infrastructure and cloud environments, including compute, storage, networking, and identity componentsOperate and support OpenStack‑based private or hybrid cloud platforms, including core services (Nova, Neutron, Cinder, Glance, Keystone, etc.)Support OpenShift / Kubernetes platforms, including cluster operations, workload troubleshooting, networking, storage integration, and upgradesMaintain availability, performance, and reliability of secure multi‑tenant environmentsPerform system‑level diagnosis across infrastructure layers to identify root cause and remediation pathsPartner with internal platform and engineering teams to drive stability and performance improvementsHPC, Licensing & Performance ManagementMonitor HPC cluster performance, job scheduling, throughput, and queue healthIdentify and resolve HPC job performance issues, including scheduler configuration, resource contention, I/O bottlenecks, and memory constraintsTroubleshoot and resolve license availability, utilization, and checkout issues impacting customer workloadsSupport distributed resource managers such as Slurm, LSF, SGE, or equivalent schedulersAutomation & Operational EfficiencyDesign, develop, and maintain automation for recurring operational tasks, including:Infrastructure and platform health monitoringCapacity tracking and alertingUser provisioning and de‑provisioningLicense usage monitoringDetection of abnormal system, container, or job behaviorUse Python, shell scripting, Perl, or similar tools to reduce manual effort and improve mean time to resolution (MTTR)Apply AI‑assisted or agentic automation where appropriate to improve operational efficiency and customer experienceSecurity, Compliance & OperationsOperate and support systems containing ITAR‑controlled and CUI data in compliance with regulatory and corporate requirementsFollow documented security, access control, auditing, and change management proceduresParticipate in incident response, post‑incident root cause analysis, and corrective action planningCreate and maintain runbooks, knowledge base articles, and customer‑facing documentationRequired QualificationsTechnical SkillsStrong hands‑on experience with Linux system administration and troubleshootingBroad infrastructure experience, including compute, storage, networking, and identity servicesExperience operating and supporting OpenStack and/or OpenShift (Kubernetes) environmentsExperience supporting HPC or large‑scale compute environmentsProficiency in Python, shell scripting, Perl, or similar automation‑focused languagesExperience with monitoring, logging, and alerting platformsFamiliarity with license management systems (e.g., FlexNet / FLEXlm or equivalent)Customer Service & Professional SkillsDemonstrated ability to deliver excellent customer service in a technical support, SRE, or infrastructure operations roleStrong sense of ownership and urgency when addressing customer‑impacting issuesAbility to balance deep technical problem‑solving with clear, customer‑friendly communicationHighly organized and able to manage multiple concurrent customer issuesSecurity & ComplianceAbility to work with export‑restricted data (ITAR/CUI)U.S. Person status or eligibility as required to support export‑controlled environmentsPreferred QualificationsExperience supporting EDA, semiconductor, or silicon design environmentsExperience with cloud‑based or on‑prem HPC platforms (private, public, or hybrid)Strong background in infrastructure operations, SRE, or platform engineering rolesExperience with configuration management or infrastructure‑as‑code tools (e.g., Ansible, Terraform)Experience applying AI‑assisted automation in production operations or support contextsEducationBachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experienceThe annual salary range for California is $136,500 to $253,500. You may also be eligible to receive incentive compensation: bonus, equity, and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the salary range is a guideline and compensation may vary based on factors such as qualifications, skill level, competencies and work location. Our benefits programs include: paid vacation and paid holidays, 401(k) plan with employer match, employee stock purchase plan, a variety of medical, dental and vision plan options, and more.We’re doing work that matters. Help us solve what others can’t.