L3 Support Engineer

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.

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.

Support validation and rollout of firmware updates (risk assessment, staging, rollback planning).

Help operationalize platform standards across datacenters.

Create scalable runbooks, troubleshooting guides, and error catalogs.

Turn investigations into playbooks that elevate L1/L2 teams.

Travel to datacenters for complex troubleshooting, new platform readiness, or incident containment.

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).

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.