L3 Hardware Support Lead

United StatesRemotelead

OtherDevOps & InfrastructureHardware

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Quick Summary

Key Responsibilities

Building and leading the L3 and escalation support function for datacenter server infrastructure across multiple regions Acting as Incident Commander for high-severity production incidents,

Technical Tools

OtherDevOps & InfrastructureHardware

What We Offer

~1 min read

We are looking for a Lead Hardware Support Engineer to build and lead a production-grade L3 hardware support and escalation function for large-scale, GPU-dense datacenter infrastructure. This role owns high-severity incident response, complex hardware and firmware investigations, and enterprise customer escalations under contractual SLAs.

You will establish processes from scratch, lead incident command during critical outages, and build a team capable of operating across distributed, multi-region environments. The role combines hands-on technical depth with operational leadership and people management. You will be accountable for fleet stability, escalation efficiency, root cause clarity, and continuous improvement across server hardware platforms.

Responsibilities

~1 min read

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Building and leading the L3 and escalation support function for datacenter server infrastructure across multiple regions
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Acting as Incident Commander for high-severity production incidents, driving structured mitigation and communication
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Owning incident response, problem management, and cross-team escalation workflows end-to-end
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Supporting enterprise bare metal customers under contractual SLAs, including executive-level stakeholder communication
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Driving root cause analysis for hardware, firmware, and platform-level failures with clear corrective actions
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Managing vendor escalations with ODMs and OEMs through formal support channels and direct engagement
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Partnering with datacenter operations, hardware engineering, and infrastructure teams to improve reliability at fleet scale
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Establishing KPIs, escalation standards, and operational playbooks for production hardware support
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Hiring, coaching, and scaling a high-performing support engineering team
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Ensuring continuous improvement of response times, incident quality, and customer experience

Requirements

~1 min read

Experience building or leading an L3 and escalation support function for datacenter server infrastructure in distributed, multi-region environments
Experience supporting enterprise bare metal customers under contractual SLAs
Strong incident management leadership experience, including serving as Incident Commander
Proven ability to build and formalize incident response, problem management, and cross-team escalation processes from scratch
People management experience, including hiring, coaching, and performance management
Strong English communication skills, written and verbal

Nice to Have

~1 min read

Deep troubleshooting capability across Linux, server hardware, and firmware (BIOS/BMC), with ability to guide investigations at a systems engineer level
Strong familiarity with GPU server platforms and common diagnostics (for example: nvidia-smi, dcgmi, Linux log correlation)
Experience driving ODM and OEM vendor escalations through support portals and direct channels
Scripting skills (bash and basic Python) for troubleshooting and lightweight analytics
Exposure to OCP-based hardware platforms