Description
Our L3 Support Line is the datacenter center of expertise for servers, GPU platforms, firmware (BIOS and BMC) and deep Linux diagnostics across Europe and the US. As an L3 Support Engineer, you will own the L3 knowledge system, including documentation standards, SOPs, runbooks, and error catalogs.
Responsibilities:
- Own the L3 knowledge system, including documentation standards, templates, quality bar, ownership, approval workflow, and review cycles.
- Build and maintain SOPs, runbooks, troubleshooting guides, and error-code libraries for GPU platforms, server hardware, firmware, out-of-band management, and Linux diagnostics.
- Prioritize documentation based on incident frequency, impact, risk, and recurring L1/L2 escalations.
- Collaborate with L3 and RnD teams to capture symptoms, root causes, evidence, resolutions, and preventive actions.
- Write repeatable procedures with prerequisites, warnings, decision points, expected output, rollback, and escalation conditions.
- Validate procedures end-to-end and ensure they are accurate and clear for L1, L2, and L3 technicians.
Requirements:
- Strong hands-on experience with datacenter servers and Linux troubleshooting.
- Working knowledge of server hardware, BIOS/BMC firmware, and out-of-band management (IPMI, Redfish or similar).
- Experience writing runbooks, SOPs, or troubleshooting guides.
- Strong working knowledge of Atlassian Confluence.
- Clear, structured written English.
- Fluent English (written and spoken) and willingness to travel.
Benefits:
- 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