Senior Support Engineer

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.