We are seeking an IT Infrastructure Engineer – RMA & Hardware Diagnostics to own advanced hardware troubleshooting and RMA lifecycle management within our production data center environments. This role serves as the escalation point for complex server and firmware-related issues that impact system reliability and fleet availability
You will be responsible for deep diagnostics across enterprise server platforms, performing structured root cause analysis, validating failed components, and managing end-to-end warranty replacement processes with OEM vendors. This is a hands-on technical role with direct impact on hardware reliability, SLA performance, and operational scalability
You will work on-site in one of our data centers, collaborating closely with L1/L2 technicians, infrastructure engineers, and vendors to reduce repeat failures and improve overall hardware quality across the fleet
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Perform advanced firmware and hardware diagnostics on enterprise server platforms, including CPU, memory, PCIe devices, GPUs, storage subsystems, and power components
Troubleshoot complex hardware failures using system logs, BMC/IPMI interfaces, BIOS diagnostics, and vendor-specific tooling
Act as the primary escalation point for L1 and L2 technicians on high-impact hardware incidents
Conduct structured root cause analysis and document findings to prevent repeat failures
Own the full RMA lifecycle, including validation of failed components, warranty claim creation, vendor coordination, tracking, and resolution
Interface directly with OEM vendors to escalate recurring hardware defects and drive corrective action
Analyze hardware failure trends and report metrics such as repeat RMA rates and component reliability
Develop and standardize diagnostic playbooks, troubleshooting workflows, and hardware validation procedures
Validate replacement components prior to redeployment into production environments
Collaborate cross-functionally with data center operations, procurement, and engineering teams to improve hardware lifecycle processes
Contribute to reducing MTTR and improving fleet-wide reliability through process improvements and knowledge sharing