Senior Hardware Support Engineer

Leading root cause analysis for complex hardware and firmware failures across production fleets

Aggregating recurring problems and error patterns to identify systemic reliability issues

Acting as the senior escalation point for hardware-related incidents impacting availability or performance

Coordinating with vendors to drive timely diagnostics, RMAs, firmware fixes, and corrective actions

Partnering with internal engineering teams to validate fixes and prevent recurrence

Performing hardware and firmware validation before fleet-wide rollout

Driving structured incident investigations using established IT problem management methodologies

Supporting on-site teams with technical coordination during critical hardware events

Improving hardware observability, failure tracking, and reporting processes

Contributing to long-term hardware reliability strategy and fleet-wide stability improvements

Strong hands-on expertise with server hardware in data center or large-scale production environments

Proven experience performing root cause analysis of hardware and firmware failures

Deep understanding of server components (CPU, memory, storage, networking, power, BMC) and failure modes

Experience working directly with hardware vendors and engineering teams to resolve production issues

Structured problem-solving skills using formal IT or incident management methodologies

Strong analytical capabilities and ability to interpret logs, telemetry, and error patterns

Experience coordinating technical activities with on-site operations teams

Ability to manage multiple concurrent investigations with production impact

Clear written and verbal communication skills in cross-functional environments

Experience in GPU-dense, AI, or high-performance computing environments

Exposure to firmware lifecycle management and large-scale rollout validation

Familiarity with Linux-based production systems and infrastructure tooling

Experience improving fleet-wide hardware reliability metrics at scale

Participation in incident escalations for production-impacting events