L3 Hardware Support Lead

The role:

We are looking for a Lead Hardware Support Engineer to build and lead a production-grade L3 hardware support and escalation function for large-scale, GPU-dense datacenter infrastructure. This role owns high-severity incident response, complex hardware and firmware investigations, and enterprise customer escalations under contractual SLAs.

You will establish processes from scratch, lead incident command during critical outages, and build a team capable of operating across distributed, multi-region environments. The role combines hands-on technical depth with operational leadership and people management. You will be accountable for fleet stability, escalation efficiency, root cause clarity, and continuous improvement across server hardware platforms.

Your responsibilities will include:

• Building and leading the L3 and escalation support function for datacenter server infrastructure across multiple regions

• Acting as Incident Commander for high-severity production incidents, driving structured mitigation and communication

• Owning incident response, problem management, and cross-team escalation workflows end-to-end

• Supporting enterprise bare metal customers under contractual SLAs, including executive-level stakeholder communication

• Driving root cause analysis for hardware, firmware, and platform-level failures with clear corrective actions

• Managing vendor escalations with ODMs and OEMs through formal support channels and direct engagement

• Partnering with datacenter operations, hardware engineering, and infrastructure teams to improve reliability at fleet scale

• Establishing KPIs, escalation standards, and operational playbooks for production hardware support

• Hiring, coaching, and scaling a high-performing support engineering team

• Ensuring continuous improvement of response times, incident quality, and customer experience

What we expect you to have:

• Experience building or leading an L3 and escalation support function for datacenter server infrastructure in distributed, multi-region environments

• Experience supporting enterprise bare metal customers under contractual SLAs

• Strong incident management leadership experience, including serving as Incident Commander

• Proven ability to build and formalize incident response, problem management, and cross-team escalation processes from scratch

• People management experience, including hiring, coaching, and performance management

• Strong English communication skills, written and verbal

It will be an added bonus if you have:

• Deep troubleshooting capability across Linux, server hardware, and firmware (BIOS/BMC), with ability to guide investigations at a systems engineer level

• Strong familiarity with GPU server platforms and common diagnostics (for example: nvidia-smi, dcgmi, Linux log correlation)

• Experience driving ODM and OEM vendor escalations through support portals and direct channels

• Scripting skills (bash and basic Python) for troubleshooting and lightweight analytics

• Exposure to OCP-based hardware platforms

Working conditions:

• Remote work within the United States

• Full-time position

Key employee benefits:

• Health insurance

• 401(k) plan

• Paid time off

• Sick leave

Compensation:
We offer competitive salaries, ranging from $125k–$180k base + quarterly performance bonuses.