Support Engineer - AI Server Infrastructure

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