Senior Support Engineer

What you'll do

• Diagnose, troubleshoot, repair, and validate NVIDIA, AMD, and future-generation AI compute hardware.
• Execute functional validation of repaired hardware using dedicated CDU test infrastructure to meet quality standards.
• Perform advanced hardware failure analysis and root cause investigations to improve product reliability.
• Serve as the primary technical resource during coolant leak events to assess hardware and document observations.
• Develop repair procedures, validation processes, and operational standards for new product introductions.
• Provide technical support for complex hardware issues through the Global Operations Technical Support ticket queue.
• Maintain detailed repair documentation, engineering observations, and knowledge articles for continuous improvement.
• Identify recurring hardware failure trends and recommend improvements to repair processes and automation.

What we're looking for

• Applicants must be able to read, write, and speak English.
• Must have 8 years of experience in customer support, technical support, or a related field.
• OR have a Bachelor's Degree in a related field and 4 years of experience in customer support, technical support, or a related field.
• OR have a Master's Degree in a related field and 2 years of experience in customer support, technical support, or a related field.
• OR have a Doctorate in a related field.
• Must demonstrate the ability to coordinate high-quality service delivery and manage customer satisfaction.
• Must demonstrate the ability to collaborate across teams and regions to achieve shared business goals.
• Must obtain Knowledge Centered Services Contributor Certification within 30 days of hire.
• Required skills include Change Management, Debugging Techniques, Hardware Replacement, Hardware Stress Testing, Hardware Support, Repair Procedures, and Troubleshooting.
• Knowledge Centered Services Author Certification (preferred).
• Oracle Diagnostic Methodology Certification within first 30 days of hire (preferred).
• Oracle Diagnostic Methodology Coach Certification (preferred).
• Oracle Cloud Infrastructure Foundation Certification (preferred).
• NetSuite Subject Matter Expert Certification in a recognized NetSuite Product Area (preferred).