L3 Hardware Support Lead

TL;DR

L3 Hardware Support Lead: Building and leading a production-grade L3 hardware support and escalation function for large-scale, GPU-dense datacenter infrastructure with an accent on high-severity incident response and complex hardware/firmware investigations. Focus on fleet stability, escalation efficiency, and continuous improvement across server hardware platforms.

Location: Remote within the United States

Salary: $125,000–$180,000 base + quarterly performance bonuses

Company

hirify.global is leading a new era in cloud computing to serve the global AI economy.

What you will do

• Build and lead the L3 and escalation support function for datacenter server infrastructure across multiple regions.
• Act as Incident Commander for high-severity production incidents, driving structured mitigation and communication.
• Drive root cause analysis for hardware, firmware, and platform-level failures with clear corrective actions.
• Manage vendor escalations with ODMs and OEMs through formal support channels and direct engagement.
• Establish KPIs, escalation standards, and operational playbooks for production hardware support.
• Hire, coach, and scale a high-performing support engineering team.

Requirements

• Experience building or leading an L3 and escalation support function for datacenter server infrastructure in distributed, multi-region environments.
• Experience supporting enterprise bare metal customers under contractual SLAs.
• Strong incident management leadership experience, including serving as Incident Commander.
• Proven ability to build and formalize incident response, problem management, and cross-team escalation processes from scratch.
• People management experience, including hiring, coaching, and performance management.
• Strong English communication skills, written and verbal.

Nice to have

• Deep troubleshooting capability across Linux, server hardware, and firmware (BIOS/BMC), with ability to guide investigations at a systems engineer level.
• Strong familiarity with GPU server platforms and common diagnostics (for example: nvidia-smi, dcgmi, Linux log correlation).
• Experience driving ODM and OEM vendor escalations through support portals and direct channels.
• Scripting skills (bash and basic Python) for troubleshooting and lightweight analytics.
• Exposure to OCP-based hardware platforms.

Culture & Benefits

• Competitive salary and comprehensive benefits package.
• Opportunities for professional growth within hirify.global.
• Flexible working arrangements.
• A dynamic and collaborative work environment that values initiative and innovation.
• Health insurance.
• 401(k) plan.