Technical Support Engineer

Jobtailor; San Jose (CA); On-site; USD 120,000 - 170,000; Full time

Job summary

Jobtailor is seeking a senior hardware support engineer to assist global customers and service teams for enterprise GPU platforms. You will diagnose x86 component failures, analyze debug logs, and use BMC tools to support complex GPU servers and storage environments.

The role requires Linux/VMware/Windows Server experience, strong x86 troubleshooting skills, and the ability to work swing/graveyard shifts with up to 25% travel.

Qualifications

• Bachelor’s degree in Electrical Engineering, Computer Science, or equivalent with at least 5 years of technical experience.
• 2+ years engineering experience supporting GPU servers, storage, networking, and enterprise GPU platforms.
• Hands-on IPMI, BMC tools, and server management experience.
• Experience with Linux, VMware, and Windows Server operating systems.
• Strong understanding of x86 architecture and system-level troubleshooting knowledge.
• Experience with PCIe, memory, motherboard issue isolation using debug tools.
• Knowledge of motherboard design, networking, cabling, switches, and storage controllers.
• Familiar with Redfish, virtualization, and VM technologies.
• Knowledge of iSCSI, multipath fiber, RoCE, SAS, and network switch configurations.
• Excellent communication to work with customers, partners, and engineering teams.
• Fluent in English.
• Analytical and independent work with team collaboration.
• Willing to swing/graveyard shifts and travel up to 25%.

Responsibilities

• Support global customers and service teams.
• Troubleshoot x86 component issues including CPU, memory, PSU, and motherboard.
• Analyze debug logs and system information for OS, CPU, memory, motherboard, GPU, PCIe, and AOC issues.
• Use BMC tools and software for troubleshooting and diagnostics.
• Resolve issues escalated from the L1 team and collaborate with the L3 team on complex problems.
• Support root cause analysis, triage, and postmortem investigations through lab testing and engineering collaboration.
• Escalate unresolved issues to L3 with complete logs and diagnostics.
• Maintain escalation documentation, records, and test logs.
• Communicate findings to customers, engineering teams, and management.
• Perform basic configuration and troubleshooting of iSCSI, multipath fiber, RoCE, SAS, and network switches.
• Create test plans, SOPs, best-practice guides, and educational materials.
• Drive customer success through documentation, training, and issue resolution.
• Mentor and support junior service engineers.
• Own escalated tickets and communicate directly with customers as escalation owner.
• Participate in CSD, engineering, partner, and L3 meetings.
• Create knowledge-base articles per week and contribute to SOP creation.
• Complete required education courses within one month of release and obtain applicable certifications.
• Maintain and improve technical skills.

Skills

Troubleshooting

Debugging

System Troubleshooting

iSCSI Config

Motherboard Design

Linux

VMware

Windows Server

PCIe

Networking

Education

Bachelor’s degree in Electrical Engineering, Computer Science, or equivalent

Tools

BMC Tools

IPMI

Diag Tools

Redfish

Virtualization Environments

Job description

• Support global customers and service teams
• Troubleshoot and isolate x86 component issues, including CPU, memory, PSU, and motherboard failures
• Analyze debug logs and system information for OS, CPU, memory, motherboard, GPU, PCIe, and AOC-related issues
• Use BMC tools and software for troubleshooting and diagnostics
• Resolve issues escalated from the L1 team and work with the L3 team on complex product issues
• Support root cause analysis, triage, and postmortem investigations through lab testing, engineering collaboration, and issue tracking
• Escalate unresolved issues to L3 with complete logs, details, diagnostics, and troubleshooting steps
• Maintain service escalation documentation, records, and test logs
• Communicate technical issues, findings, and resolutions to customers, engineering teams, and management
• Perform basic configuration and troubleshooting of iSCSI, multipath fiber, RoCE, SAS, and network switches
• Create test plans, SOPs, best-practice guides, educational materials, and training documentation
• Drive customer success through documentation, training, education, and issue resolution
• Mentor and support junior service engineers
• Own escalated tickets and communicate directly with customers as the escalation owner
• Participate in CSD, engineering, partner, and L3 meetings
• Create at least two knowledge-base articles per week and contribute to SOP creation
• Complete required education courses within one month of release and obtain applicable certifications
• Maintain and improve technical skills

Requirements

• Bachelor’s degree in Electrical Engineering, Computer Science, or equivalent technical work experience of at least 5 years
• 2+ years engineering experience supporting complex GPU servers, storage systems, networking environments, and enterprise GPU platforms
• Hands-on experience with IPMI, BMC tools, and server management technologies
• Experience working with Linux, VMware, and Windows Server operating systems
• Strong understanding of x86 architecture and system-level troubleshooting
• Experience using debug and diagnostic tools for PCIe, CPU, memory, and motherboard issue isolation
• Knowledge of motherboard design, networking technologies, cabling, network switches, and storage controllers
• Experience with Redfish, virtualization environments, and VM technologies
• Knowledge of iSCSI, multipath fiber, RoCE, SAS, and network switch configurations
• Excellent communication skills with the ability to work effectively with customers, partners, and engineering teams during challenging situations
• Must be fluent in English
• Strong analytical, troubleshooting, and critical-thinking skills
• Ability to work independently while collaborating effectively within a team environment
• Must be able to work swing and graveyard shifts and, depending on assignment, may be required to work weekends
• Travel required up to 25%

Core Competencies

Demonstrates expertise in troubleshooting x86 components, including CPU, memory, and motherboard failures, while effectively communicating technical issues and resolutions to customers and engineering teams. Proficient in using BMC tools and diagnostic software to support complex GPU servers and networking environments.

Highest-signal resume keywords

• Bachelor’s Degree In Electrical Engineering
• 2+ Years Engineering Experience Supporting GPU Servers
• Hands-On Experience With IPMI And BMC Tools
• Strong Understanding Of X86 Architecture
• Excellent Communication Skills

Hard Skills

• Troubleshooting
• Debugging
• System-Level Troubleshooting
• Configuration Of iSCSI
• Knowledge Of Motherboard Design
• Experience With Linux
• Experience With VMware
• Experience With Windows Server
• Knowledge Of PCIe
• Knowledge Of Networking Technologies

Soft Skills

• Analytical Skills
• Critical-Thinking Skills
• Ability To Work Independently
• Collaboration Skills
• Mentoring Skills

Certifications & Qualifications

• Applicable Certifications

Industry Keywords

• GPU Platforms
• Storage Systems
• Networking Environments
• Enterprise GPU
• Network Switch Configurations

Tools & Technologies

• BMC Tools
• IPMI
• Debug And Diagnostic Tools
• Redfish
• Virtualization Environments