Senior Support Engineer

About the role

The Hardware Systems Engineer is a core member of the Oracle Repair Center, ensuring next-generation AI compute hardware supporting Oracle Cloud Infrastructure (OCI) is rapidly diagnosed, tested, repaired, and validated. This role improves hardware reliability, diagnosability, and operational efficiency across the repair ecosystem while sustaining repair velocity and supporting the scale-up of Oracle’s AI infrastructure. The position involves close collaboration with Development, Manufacturing, Supply Chain, and Global Product Engineering to perform advanced hardware troubleshooting, root cause analysis, and physical repair of AI infrastructure, with a focus on NVIDIA and AMD compute hardware and future AI platforms.

Responsibilities

• Diagnose, troubleshoot, repair, and validate NVIDIA, AMD, and future-generation AI compute hardware, including Compute Trays (CTs), using standardized repair and validation processes.
• Execute functional validation using dedicated CDU test infrastructure to ensure repaired hardware meets manufacturing and operational quality standards before returning to production.
• Perform advanced hardware failure analysis, root cause investigation, and engineering observation reporting to improve product reliability, diagnosability, and repair effectiveness.
• Partner with Development, Manufacturing, Supply Chain, Quality, and Global Product Engineering to investigate systemic hardware issues and implement corrective actions.
• Serve as the primary technical resource during coolant leak events, coordinating with field technicians to assess hardware condition, support containment activities, and document engineering observations.
• Participate in new product introductions (NPI) and future platform readiness activities, helping develop repair procedures, validation processes, and operational standards for next-generation AI platforms.
• Provide technical support through the Global Operations Technical Support ticket queue, assisting with complex hardware issues and remote troubleshooting across Go Big repair centers.
• Support launch activities for new Go Big repair centers, including knowledge transfer, technician training, operational readiness, and travel to domestic or international sites as needed.
• Participate in weekend coverage and on-call rotations to support critical business operations and high-priority customer events.
• Deliver safe, high-quality repairs while meeting turnaround time, throughput, and quality objectives.
• Maintain detailed repair documentation, engineering observations, service records, and knowledge articles to support continuous improvement and engineering feedback.
• Identify recurring hardware failure trends and recommend improvements to repair processes, tooling, diagnostics, automation, and operational workflows.
• Collaborate across Repair Operations, Development, Manufacturing, Supply Chain, Quality, and Engineering to resolve technical issues and improve product serviceability.
• Build and maintain technical expertise on Oracle AI infrastructure, including current and future GPU platforms, repair methodologies, diagnostics, and test systems.
• Contribute to a culture of operational excellence through knowledge sharing, mentoring, cross-functional collaboration, and continuous learning.
• Prioritize work across multiple repair priorities while maintaining flexibility to respond to critical customer issues, surge events, and changing business demands.
• Support regional and global repair-center scalability by helping standardize repair processes, operational best practices, and training materials across Oracle Repair Centers.
• Demonstrate sound technical judgment, ownership, and accountability while working independently and collaboratively in a fast-paced, mission-critical repair environment.

Requirements

Minimum Qualifications:

• 8 years of experience in customer support, technical support, or a related field, OR
• Bachelor’s Degree in Business, Finance, Computer Science, Information Systems, Information Technology, or a related field AND 4 years of experience in customer support, technical support, or a related field, OR
• Master’s Degree in Business Administration, Finance, Computer Science, Information Systems, Information Technology, or a related field AND 2 years of experience in customer support, technical support, or a related field, OR
• Doctorate in Business Administration, Finance, Computer Science, Information Systems, Information Technology, or a related field.

Required Skills:

• Service Delivery Management: Demonstrated ability to coordinate and manage high-quality service delivery and ensure customer satisfaction.
• Cross-Functional/Team Collaboration: Demonstrated ability to collaborate across teams and regions to achieve shared business goals.
• Knowledge Centered Services Contributor Certification within the first 30 days after hire.

Preferred Qualifications:

• Knowledge Centered Services Author Certification.
• Oracle Diagnostic Methodology Certification within the first 30 days of hire.
• Oracle Diagnostic Methodology Coach Certification.
• Oracle Cloud Infrastructure Foundation Certification.
• NetSuite Subject Matter Expert Certification in a recognized NetSuite Product Area.