L2 Sme

Zones.•San Jose, NJ

5d•Onsite

About The Position

This role supports a Global Service network and aims to build a world-class field engineering organization. The position requires seasoned enterprise software and hardware technical knowledge, a service-oriented approach, and experience as a Quality Engineer. The Engineer will maintain and provide technical information to education and service teams, potentially assisting with teaching and presenting technical hardware/software to various audiences. The primary responsibility will be handling escalation issues from the Service help desk department, understanding root causes from an engineering and quality perspective, solving complex issues, and disseminating these solutions throughout the service teams. The role involves collaboration with Product Managers, architects, engineers, developers, logistics teams, quality teams, and service teams to bridge the gap between engineering and customer escalation issues, directly impacting product quality, service, and engineering excellence.

Requirements

Bachelor’s degree in Electrical Engineering, Computer Science, or equivalent technical work experience of at least 5 years.
5+ years engineering experience supporting complex GPU servers, storage systems, networking environments, and enterprise GPU platforms.
Hands-on experience with IPMI, BMC tools, and server management technologies.
Experience working with Linux, VMware, and Windows Server operating systems.
Strong understanding of x86 architecture and system-level troubleshooting.
Experience using debug and diagnostic tools for PCIe, CPU, memory, and motherboard issue isolation.
Knowledge of motherboard design, networking technologies, cabling, network switches, and storage controllers.
Experience with Redfish, virtualization environments, and VM technologies.
Knowledge of iSCSI, multipath fiber, RoCE, SAS, and network switch configurations.
Excellent communication skills with the ability to work effectively with customers, partners, and engineering teams during challenging situations.
Must be fluent in English.
Strong analytical, troubleshooting, and critical-thinking skills.
Ability to work independently while collaborating effectively within a team environment.

Responsibilities

Support global customers and service teams.
Troubleshoot and isolate x86 component issues, including CPU, memory, PSU, and motherboard failures.
Analyze debug logs and system information related to OS, CPU, memory, motherboard, GPU, PCIe, and AOC-related issues.
Understand BMC chip functionality and utilize various BMC tools and software for troubleshooting and diagnostics.
Assist with resolving issues escalated from the L1 team.
Apply troubleshooting methodologies, including system log analysis, error code interpretation, and diagnostic tool utilization.
Support root cause analysis, triage, and postmortem investigations through lab testing, engineering collaboration, and daily issue tracking until root cause is identified.
Work closely with the L3 team to isolate and resolve complex product issues.
Escalate issues to L3 when resolution cannot be achieved.
Ensure all required logs, details, diagnostics, and troubleshooting steps are completed prior to escalation.
Maintain organization and prioritization of service escalations, documentation, records, and test logs for review.
Clearly communicate technical issues, findings, and resolutions to customers, engineering teams, and management.
Perform basic configuration and troubleshooting of iSCSI, multipath fiber, RoCE, SAS, and network switches.
Create test plans, SOPs, best practice guides, educational materials, and training documentation.
Drive customer success through documentation, training, education, and effective issue resolution.
Mentor and support junior service engineers.
Take ownership of escalated tickets and communicate directly with customers.
Participate in all CSD, engineering, partner, and L3 meetings to provide technical support and address questions.
Create knowledge base (KB) articles (minimum two per week) and contribute to SOP creation as required.
Maintain and improve technical skills by completing required education courses within one month of release and obtaining applicable certifications.