Empire AI · 2 days ago
Manager, Research User Support High Performance Computing
NYC Metro Area
Full-time
Onsite
Entry, Mid Level
$100K/yr - $200K/yr
1+ years expEmpire AI is establishing New York as the national leader in responsible artificial intelligence. The Manager, Research User Support plays a critical role in helping faculty, researchers, and students translate scientific ambition into real-world impact through shared advanced computing platforms, overseeing support operations and leading a technical support team.
Computer Software
Hiring Manager
Bang Adamcik
Responsibilities
Manage daily operations of the user support team, including workload coordination, scheduling, and performance tracking
Mentor, train, and guide technical staff to deliver exceptional service to Empire AI users
Provide escalation support for complex user issues involving HPC systems, AI tools, secure enclaves, and distributed storage
Ensure a responsive, solutions-oriented support model across institutions and user communities
Serve as the first point of contact for new users, supporting account provisioning, environment configuration, and system orientation
Help users understand system architecture, policies (e.g., storage quotas, job scheduling), and available software environments
Support secure computing onboarding, including training on compliance frameworks and protected data workflows
Diagnose and resolve user-reported issues related to software environments, job performance, and access
Monitor consulting queues and ticketing systems to maintain fast, effective support response times
Collaborate with systems administrators and developers to resolve platform-side incidents and ensure system uptime
Develop and maintain in-depth knowledge of Empire AI infrastructure, user tools, and HPC best practices
Create and maintain user-facing documentation, quick-start guides, and troubleshooting resources
Lead technical training sessions and workshops tailored to different user skill levels and scientific domains
Contribute to Empire AI user community events, forums, and collaboration platforms
Promote inclusive access to Empire AI systems, including engagement with underrepresented communities in AI research
Identify and implement improvements to user support workflows and service operations
Participate in pilots, infrastructure rollouts, or tool evaluations to assess and expand Empire AI’s service capabilities
Contribute to grant development by assisting researchers with computational resource estimates and data management planning
Track usage patterns and generate insights to enhance user experience, training materials, and system support strategy
Qualification
Required
Bachelor's degree in a STEM discipline (e.g., Computer Science, Physics, Engineering, Data Science)
At least 18 months of experience using or supporting high-performance or research computing systems
Strong communication and problem-solving skills, with the ability to work effectively with diverse users
Experience with Linux/Unix systems, job schedulers (e.g., Slurm), and scientific software environments
Scripting experience (e.g., Bash, Python, or similar)
Preferred
Master's degree in a scientific or technical field, or equivalent experience in a research computing support role
Familiarity with machine learning workflows, AI research tools (e.g., PyTorch, TensorFlow), or scientific simulation environments
Experience working with faculty or research groups in academic, national lab, or industry research settings
Exposure to secure or regulated research environments (e.g., HIPAA, NIST 800-171)
Experience with containers (Apptainer/Singularity, Docker) and version control systems (e.g., Git)
Background in delivering user training, workshops, or documentation
Company
Empire AI
Launched in April 2024 by Governor Kathy Hochul, Empire AI is a bold partnership of public and private universities in New York that will establish a state-of-the-art artificial intelligence computing center at SUNY’s University at Buffalo to facilitate statewide innovation, research, and development of AI technologies.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase