Lead Lab Support Engineer

At Graphcore, we’re building the future of AI compute.

We’re a team of semiconductor, software and AI experts, with deep experience in creating the complete AI compute stack - from silicon and software to infrastructure at datacenter scale.

As part of the SoftBank Group, backed by significant long-term investment, we are delivering key technology into the fast-growing SoftBank AI ecosystem.To meet the vast and exciting AI opportunity, Graphcore is expanding its teams around the world.We are bringing together the brightest minds to solve the toughest problems, in a place where everyone has the opportunity to make an impact on the company, our products and the future of artificial intelligence .

Job Summary

As a Lead Lab Support Engineer at Graphcore, you will serve as the technical lead providing IT support to Engineering Labs and Silicon development projects. This includes bring-ups and testing in Linux Windows environments. You will deliver reliable, scalable, and high-quality services to internal customers, partners, and collaborators. You will also lead a small team of Lab Support Engineers and encourage a culture of accountability, collaboration, and continuous improvement.

Working alongside Project Managers, engineering teams, and interested parties, you will build and deploy scalable workflows. You must ensure IT support for Engineering Labs keeps pace with the organisation’s evolving requirements. At first, this role requires direct involvement in daily support, configuration, and onboarding activities while forming the Lab Support team and setting up scalable processes.

The Team

You’ll be joining a multidisciplinary team with strong technical skills and a very encouraging culture. We work closely together and regularly share knowledge, and your skills will make a direct impact on our business. It’s an exciting and pivotal moment for us right now, with plenty of new projects ahead. If you're looking to solve interesting problems and see your work deliver real-world results, this is the team for you.

Responsibilities and Duties

• Logging and solving support requests face-to-face & via ticketing system
• Ensure high-quality L1 & L2 support through effective triage, prioritization, and allocation of tickets
• Establish, manage, and consistently refine the Lab Support service, covering standards, processes, and governance
• Serve as the primary point of escalation and decision-making for IT service delivery
• Handling and providing support for Linux-based systems
• Managing a fleet of servers, helping Hardware Lab teams with daily activities, tools and packages installation, platform configuration via Configuration Management systems
• Installing and troubleshooting servers, hardware maintenance, fault finding
• Detailing solutions and maintaining a clear, up-to-date internal knowledge base.