Hardware Technical Support Engineer -- 3rd Shift

Jabil•Austin, TX

About The Position

At Jabil (NYSE: JBL), we are proud to be a trusted partner for the world's top brands, offering comprehensive engineering, supply chain, and manufacturing solutions. With 60 years of experience across industries and a vast network of over 100 sites worldwide, Jabil combines global reach with local expertise to deliver both scalable and customized solutions. Our commitment extends beyond business success as we strive to build sustainable processes that minimize environmental impact and foster vibrant and diverse communities around the globe. As a Level 2 Hardware Technical Support Engineer at Jabil Inc., you will be a critical part of our global support team, providing advanced technical assistance and problem resolution for complex cloud hardware infrastructure. You will leverage your expertise to diagnose, troubleshoot, and resolve hardware and system-level issues, ensuring the high availability and optimal performance of our cloud solutions for diverse customers.

Requirements

Bachelor's degree in Computer Science, Electrical Engineering, Information Technology, or a related field; or equivalent practical experience.
5+ years of experience in technical support, with a focus on enterprise-level hardware and cloud infrastructure.
In-depth knowledge of server hardware architecture (x86, ARM), including CPUs, memory, storage (NVMe, SSD, HDD), and RAID configurations
Strong understanding of networking concepts and protocols (TCP/IP, Ethernet, Fibre Channel, InfiniBand).
Experience with various operating systems, including Linux distributions (e.g., RHEL, CentOS, Ubuntu) and Windows Server.
Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud Platform) and their underlying hardware infrastructure.
Proficiency in hardware diagnostics tools and debugging techniques.
Excellent problem-solving, analytical, and critical thinking skills.
Strong communication (written and verbal) and interpersonal skills, with the ability to articulate complex technical issues clearly.
Ability to work independently and as part of a team in a fast-paced, dynamic environment.

Nice To Haves

Relevant industry certifications (e.g., CompTIA A+, Network+, Server+, CCNA, RHCSA, AWS Certified Solutions Architect) are a plus

Responsibilities

Provide advanced technical support and troubleshooting for complex cloud hardware systems, including servers, storage, networking, and related peripherals.
Diagnose and resolve hardware failures, performance issues, and interoperability problems across various cloud platforms.
Collaborate with cross-functional teams, including engineering, development, and operations, to identify root causes and implement effective solutions.
Document all support activities, including problem descriptions, troubleshooting steps, and resolutions, in a clear and concise manner.
Develop and maintain knowledge base articles, technical documentation, and best practices for common cloud hardware issues.
Mentor junior engineers and contribute to the continuous improvement of support processes and tools.
Analyze support trends and identify opportunities for proactive problem prevention and system optimization.
Manage customer expectations and communicate technical information effectively to both technical and non-technical audiences.
Stay up to date with the latest cloud hardware technologies, industry trends, and Jabil's product offerings.

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