L3 Support Engineer, Data Center Infrastructure
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
Onsite work in the Birmingham Alabama Data center.
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.
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Pay Transparency
We offer competitive compensation and benefits packages. Actual compensation will be determined based on job-related factors, including experience, skills, qualifications, the level at which the candidate is hired, and geographic location, consistent with applicable law.
Base Compensation Range
$147,200—$183,900 USD