L3 Support Engineer (SOPs and Runbooks)
Core
Own the L3 knowledge system (SOPs, runbooks, error catalogs) for datacenter servers, GPU platforms, firmware, and Linux diagnostics to enable safe L1/L2 troubleshooting.
Role type
Senior L3 Support Engineer (Documentation & Knowledge Management)
Builds
Standardized SOPs, runbooks, troubleshooting guides, and error-code libraries for GPU and server hardware.
Domain
Cloud Infrastructure / Datacenter Operations / AI Hardware
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Linux troubleshooting, server hardware diagnostics, BIOS/BMC firmware management, out-of-band management (IPMI/Redfish), technical writing, Atlassian Confluence, incident analysis, documentation lifecycle management
Preferred skills
GPU server tooling (nvidia-smi, dcgmi), ipmitool scripting, bash/Python scripting, documentation-as-code, OCP/ODM ecosystems
Technologies
Confluence, Linux, IPMI, Redfish, nvidia-smi, dcgmi, ipmitool, bash, Python
Responsibilities
Define and maintain documentation standards and review cycles; capture root causes from L3 investigations into repeatable procedures; validate and test procedures with L1/L2 technicians; produce documentation packages for new hardware platforms; travel to datacenters to observe and capture operational knowledge.
Seniority
Senior, hands-on IC