Senior Support Engineer

The Hardware Systems Engineer is responsible for diagnosing, testing, repairing, and validating next-generation AI compute hardware supporting Oracle Cloud Infrastructure (OCI). As a core member of the Oracle Repair Center, this role ensures Compute hardware is rapidly returned to service while helping improve hardware reliability, diagnosability, and operational efficiency across the repair ecosystem. The position plays an important role in sustaining repair velocity and supporting the broader scale-up of Oracle’s AI infrastructure.

Working closely with Development, Manufacturing, Supply Chain, and Global Product Engineering, the Hardware Systems Engineer performs advanced hardware troubleshooting, root cause analysis, and physical repair of AI infrastructure, with a particular focus on NVIDIA and AMD compute hardware and future AI platforms. The role includes functional validation of Compute Trays (CTs) using standardized repair and test processes, execution of repair validation through dedicated CDU test infrastructure, and completion of engineering observation reports and repair documentation for manufacturing, quality, and engineering teams. In addition, the engineer serves as a technical resource during coolant leak events, supports continuous improvement efforts, and may participate in weekend coverage and on-call rotations for critical events.

Qualifications

Minimum Job Qualifications
Education and/or Experience:
8 years of experience in customer support, technical support, or related field

OR

Bachelor's Degree in Business, Finance, Computer Science, Information Systems, Information Technology or related field AND 4 years of experience in customer support, technical support, or related field

OR

Master's Degree in Business Administration, Finance, Computer Science, Information Systems, Information Technology, or related field AND 2 years of experience in customer support, technical support, or related field.

OR

Doctorate in Business Administration, Finance, Computer Science, Information Systems, Information Technology or related field

Job Skills:
Same skills as prior level plus;
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 Certification:
Knowledge Centered Services Contributor Certification within the first 30 days after hire.

Preferred Job Qualifications
Education and/or Experience:
8 years of experience in customer support, technical support, or related field

OR

Bachelor's Degree in Business, Finance, Computer Science, Information Systems, Information Technology or related field AND 4 years of experience in customer support, technical support, or related field

OR

Master's Degree in Business Administration, Finance, Computer Science, Information Systems, Information Technology or related field AND 2 years of experience in customer support, technical support, or related field

OR

Doctorate in Business Administration, Finance, Computer Science, Information Systems, Information Technology or related field
Knowledge Centered Services Certification:
Knowledge Centered Services Author Certification.
Oracle Diagnostic Methodology Certification:
Oracle Diagnostic Methodology Certification within first 30 days of hire.
Oracle Diagnostic Methodology Coach Certification:
Oracle Diagnostic Methodology Coach Certification.
Oracle Cloud Infrastructure Foundation Certification:
Oracle Cloud Infrastructure Foundation Certification.
NetSuite SME Certification:
NetSuite Subject Matter Expert Certification in a recognized NetSuite Product Area.

Responsibilities

Primary Responsibilities

• Diagnose, troubleshoot, repair, and validate NVIDIA, AMD, and future-generation AI compute hardware, including Compute Trays (CTs), utilizing 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 business needs require.
• Participate in weekend coverage and on-call rotations to support critical business operations and high-priority customer events.

Core Responsibilities

• Deliver safe, high-quality repairs while consistently meeting established 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.
• Effectively 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 the Oracle Repair Centers.
• Demonstrate sound technical judgment, ownership, and accountability while working independently and collaboratively in a fast-paced, mission-critical repair environment.

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