Senior Hardware Support Engineer

Responsibilities

• Leading root cause analysis for complex hardware and firmware failures across production fleets
• Agregating 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

Requirements

• 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
• Ability to manage multiple concurrent investigations with production impact
• Clear written and verbal communication skills in cross-functional environments

Qualifications

• Experience in GPU-dense, AI, or high-performance computing environments is a plus
• Exposure to firmware lifecycle management and large-scale rollout validation is a plus
• Familiarity with Linux-based production systems and infrastructure tooling is a plus
• Experience improving fleet-wide hardware reliability metrics at scale is a plus

Skills

• Strong analytical thinking and structured problem-solving methodology
• Hands-on hardware expertise in high-density, performance-critical infrastructure environments
• Deep understanding of server components and failure modes
• Experience working with hardware vendors and engineering teams
• Structured problem-solving skills using formal IT or incident management methodologies
• Clear written and verbal communication skills in cross-functional environments

Benefits

Comprehensive medical, dental, and vision coverage
401(k) plan with company contribution
Flexible paid time off
Paid parental leave
Professional development support

Pay

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

Schedule

Onsite work in the Vineland New Jersey Data center.
Participation in incident escalations for production-impacting events.