The role

We are looking for a Senior Hardware Support Engineer to own production hardware reliability across large-scale, mission-critical data center environments. This role operates at the intersection of hardware engineering, operations, and vendors, ensuring fleet stability, rapid root cause identification, and continuous improvement of server and platform reliability.

You will act as a senior escalation point for complex hardware and firmware issues affecting production systems, driving investigations from symptom to root cause and coordinating resolution across engineering, vendors, and on-site teams. The role requires strong analytical thinking, structured problem-solving methodology, and deep hardware expertise in high-density, performance-critical infrastructure environments.

Your responsibilities will include

• 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

What we expect you to have

• 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

It will be an added bonus if you have

• 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

Working conditions

• Remote work within the United States

• Occasional travel may be required for on-site coordination or critical hardware events

• Participation in incident escalations for production-impacting events

Key employee benefits

• Comprehensive medical, dental, and vision coverage

• 401(k) plan with company contribution

• Flexible paid time off

• Paid parental leave

• Professional development support

Compensation

$125,000 – $180,000 per year plus annual performance-based bonus.