Responsibilities
- Provide technical expertise to education and support teams, including delivering presentations on hardware and software solutions to diverse groups
- Manage escalated technical issues originating from the service help desk
- Identify root causes from engineering and quality viewpoints and help resolve complex technical problems, sharing solutions across service teams
- Collaborate with product managers, architects, engineers, developers, logistics, quality, and service teams to align engineering outcomes with customer issue resolution
- Deliver support to global customers and service teams across regions
- Assist in building, automating, and maintaining lab and test environments
- Diagnose and isolate failures in x86 components such as CPUs, memory, power supplies, and motherboards
- Investigate and debug issues related to CPUs, memory, motherboards, GPUs, PCIe, and AOCs
- Demonstrate understanding of BMC chip operations and use BMC tools and software effectively
- Address issues escalated by L1 and L2 engineering teams within expected timeframes
- Apply structured troubleshooting methods, including log analysis, error code interpretation, and use of diagnostic utilities
- Support root cause analysis, triage, and postmortem reviews via lab testing, coordination with engineering, and daily tracking until resolution
- Partner with engineering, quality, and product teams to identify and fix product-level issues
- Maintain organized records of service escalations, documentation, test logs, and related materials for audit and review
- Communicate technical details and resolutions clearly to customers, engineers, and leadership
- Configure and troubleshoot storage and network technologies including iSCSI, multipath fiber, RoCE, SAS, and network switches
- Recreate real-world issues in lab settings and conduct low-level validation testing
- Present test findings and analysis results to engineering teams
- Develop test plans, standard operating procedures, best practice guides, training materials, and educational content
- Operate effectively in Linux, VMware, and server-based environments
- Write basic scripts using shell or batch scripting languages
- Promote customer success through documentation, training, education, and timely issue resolution
- Deliver training sessions to internal staff, customers, authorized service providers, and partners on SMC solutions
- Guide and support junior service engineers through mentorship
- Travel to customer locations when required to assist in resolving technical issues
Benefits
- Eligible for a comprehensive benefits package including medical coverage, state-mandated sick leave, and other offerings supporting well-being and work-life balance
Work Arrangement
On-site — San Jose, California
Other
- 6-month contract to hire
- Hours: M-F, 8-5pm
- Must be able to work swing and graveyard shifts and, depending on assignment, may need to work weekends
- Ability to travel approximately 5–10% as needed
- Must be fluent in English
- Travel to customer sites when necessary to assist with issue resolution
