About this role
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