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.