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