Staff Engineer

Job Req ID: 30032

About Supermicro:

Supermicro is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary:

Supermicro is seeking an experienced Staff Resident Engineer to serve as the dedicated, full-time onsite technical resource supporting a large-scale, high-density, liquid-cooled NVIDIA GPU cluster and associated Supermicro server infrastructure at a customer data center in Irvine, California.

This is a senior, customer-facing role that acts as the primary onsite engineering point of contact between the customer and Supermicro's Global Professional Services, Technical Support, Product Engineering, and R&D organizations.

The Resident Engineer will own Level 1-Level 3 support cases, independently resolve Level 1 and Level 2 incidents, and lead onsite technical investigation, data collection, troubleshooting, escalation, and coordination for Level 3 issues requiring assistance from Supermicro backend engineering or R&D.

Primary objectives are to maximize GPU cluster availability, minimize incident resolution time, provide strong technical ownership, manage onsite hardware service activities, and continuously improve the operational knowledge of both the customer and Supermicro support team

Essential Duties and Responsibilities:

Key Responsibilities

• Serve as the single onsite engineering point of contact for customer technical support issues related to the supported Supermicro GPU cluster and server infrastructure.
• Own and coordinate Level 1, Level 2, and Level 3 support cases from initial intake through closure, ensuring proper prioritization, troubleshooting, escalation, communication, and documentation.
• Independently resolve Level 1 and Level 2 incidents, including hardware diagnostics, health checks, log analysis, service/system restarts, firmware/driver/configuration validation, issue reproduction, node- and multi-node troubleshooting, and hardware fault isolation.
• Lead onsite technical investigation and escalation for Level 3 incidents, including advanced troubleshooting, diagnostic data collection and analysis, coordination with Supermicro Technical Support, Product Engineering, and R&D teams, root-cause analysis participation, and execution/validation of remediation actions through final resolution.
• Coordinate structured technical review and escalation meetings for critical Level 3 incidents in accordance with the agreed Statement of Work (SOW), Standard Operating Procedures (SOPs), and escalation process.
• Own end-to-end hardware service activities, including RMA processing, FRU identification and replacement, spare-parts coordination, logistics, post-replacement validation, and case closure.
• Provide Next Business Day onsite support for qualifying routine hardware failures during contracted service hours, per the applicable SOW and SLA.
• Maintain comprehensive tracking and documentation of hardware failures, software/firmware issues, configuration anomalies, environmental events, RMAs/FRU replacements, engineering escalations, and corrective/preventive actions.
• Produce regular operational and technical reports covering incident trends, case status, service performance, RCA summaries, hardware activity, changes, recurring issues, recommendations, and knowledge-transfer activities.
• Maintain and continuously improve customer-specific troubleshooting procedures, SOPs, escalation workflows, and operational runbooks.
• Conduct regular knowledge-transfer sessions with customer technical personnel and relevant Supermicro teams.
• Identify recurring problems and proactively recommend corrective actions, firmware updates, configuration improvements, preventive maintenance, and operational improvements.
• Support planned maintenance and change activities during the contracted service window and coordinate with customer and Supermicro engineering teams as required.
• Follow formal change-management and change-order processes for activities outside the contracted scope of work.
• Strictly comply with all customer physical-security, cybersecurity, confidentiality, background-screening, safety, and data-handling requirements. Customer diagnostic information, logs, configuration data, and workload information must be handled in accordance with customer data-classification and security requirements and must not leave the customer facility without appropriate authorization.

Qualifications:

Required Qualifications

• Bachelor's degree in Computer Science, Electrical Engineering, Computer Engineering, Information Technology, or a related technical discipline, or equivalent practical experience.
• 10+ years of progressive hands-on experience supporting enterprise data-center infrastructure, HPC platforms, AI infrastructure, or large-scale server environments.
• At least 4-5 years of hands-on experience supporting GPU clusters, HPC environments, or high-density compute infrastructure.
• Strong hands-on knowledge of enterprise server hardware (CPUs, memory, GPUs, storage, NICs, power supplies, system boards, risers, cables, and other FRUs).
• Demonstrated experience supporting NVIDIA GPU platforms (preferably Hopper, Blackwell, or similar enterprise architectures).
• Experience supporting liquid-cooled or high-density server infrastructure.
• Strong understanding of server BIOS/BMC, firmware lifecycle management, GPU drivers and firmware, Linux operating systems, hardware diagnostics, system logs, PCIe topology, hardware health monitoring, and cluster-level troubleshooting.
• Proven ability to independently resolve Level 1 and Level 2 incidents and effectively lead the onsite investigation and coordination of complex Level 3 engineering escalations.
• Strong experience with RMA processing, FRU replacement, spare-parts management, and hardware logistics in production data-center environments.
• Ability to diagnose complex issues involving hardware, firmware, drivers, operating systems, networking, and multi-node interactions.
• Strong root-cause analysis, problem-solving, technical documentation, and customer-facing communication skills.
• Ability to pass all required customer background checks, security screening, and site-access requirements.
• Ability and willingness to work onsite full-time at the customer facility in Irvine, California.

Preferred Qualifications

• Direct experience supporting NVIDIA B200, H100/H200, HGX, or similar large-scale GPU platforms.
• Experience with Supermicro GPU server platforms and high-density rack-level solutions.
• Experience with direct-to-chip liquid cooling, CDU systems, cooling loops, leak detection, and associated environmental monitoring.
• Familiarity with high-speed networking (NVIDIA InfiniBand, Ethernet/RoCE, 100/200/400/800 GbE, NVIDIA ConnectX adapters).
• Experience troubleshooting multi-node GPU clusters involving GPU, PCIe, NVLink/NVSwitch, networking, firmware, and system configuration.
• Previous experience as a Resident Engineer, Field Engineer, Technical Account Engineer, or onsite support engineer in an enterprise, hyperscale, AI, or HPC environment.
• Experience developing operational runbooks, troubleshooting guides, and knowledge-transfer programs.
• Understanding of SLA/KPI reporting, incident/problem/change management, and continuous service improvement practices.

Salary Range

$170,000 - $195,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.