Description
We are building our L3 Support Line from scratch to serve as the datacenter center of expertise for servers, firmware (BIOS/BMC), and deep Linux diagnostics across Europe and the US.
This is a senior technical role focused on deep investigations, cross-site pattern detection, and driving permanent fixes with R&D and ODM vendors. You will turn complex incidents into scalable solutions and elevate L1/L2 capabilities through strong technical enablement.
Responsibilities
Deep Technical Investigation (Primary Focus)
- Lead root cause analysis beyond L2 depth (GPU failures, firmware issues, Linux-level faults, HW/SW interactions).
- Detect recurring patterns across sites and convert findings into durable fixes.
- Own technical workstreams during high-severity incidents.
Vendor & R&D Collaboration
- Build evidence packs and drive escalations with ODM and R&D.
- Push for firmware, component, and platform-level resolutions.
- Track outcomes and ensure knowledge flows back to operations.
Firmware & Platform Readiness (BIOS/BMC)
- Support validation and rollout of firmware updates (risk assessment, staging, rollback planning).
- Help operationalize platform standards across datacenters.
Knowledge & Enablement
- Create scalable runbooks, troubleshooting guides, and error catalogs.
- Turn investigations into playbooks that elevate L1/L2 teams.
Hands-on Support (As Needed)
- Travel to datacenters for complex troubleshooting, new platform readiness, or incident containment.
Requirements
- Strong hands-on experience with datacenter servers and deep Linux troubleshooting.
- Ability to diagnose across hardware, BIOS/BMC firmware, and Linux (logs, drivers, storage basics, performance triage).
- Structured incident response experience and clear communication under pressure.
- Experience driving evidence-based escalations with vendors/R&D.
- Fluent English (written and spoken).
Nice to Have
- Strong familiarity with GPU server platforms and tooling (for example: nvidia-smi, dcgmi, Linux logs correlation).
- Experience with ipmitool and Redfish workflows, firmware lifecycle, and staged rollouts.
- Scripting skills (bash and basic Python) for log collection, triage automation, and simple reliability analysis.
- Exposure to OCP-based platforms and ODM manufacturing ecosystems.
- Experience supporting enterprise bare metal customers under contractual SLAs.
Benefits & Perks
- Competitive compensation
- Career growth and learning opportunities
- Flexibility and ownership
- Collaborative and innovative culture
- Opportunity to work on impactful AI projects
- International environment and talented teams