RMA Systems Engineer

This is a fully remote position, open to applicants in Alabama, +32 more states.

📋 Description

• Evaluate GPU/CPU hardware failures by analyzing system logs, performance metrics, firmware behavior, and workload interactions to ascertain the root cause.

• Conduct advanced troubleshooting across hardware, firmware, and operating system layers to confirm faults and ascertain suitable remediation strategies.

• Act as a technical liaison with hardware vendors, delivering comprehensive diagnostic information, interpreting vendor feedback, and influencing resolution strategies.

• Identify and organize on-site hardware remediation actions based on technical assessment, system impact, and priority, including directing vendors and internal teams on suitable repair or replacement measures.

• Assess software and firmware versions to uncover compatibility issues or factors contributing to system failures.

• Validate and ensure system stability and readiness before returning hardware to production environments.

• Detect recurring failure trends and propose enhancements to RMA workflows, vendor processes, and hardware lifecycle management.

• Develop and sustain detailed technical documentation, encompassing failure analysis, troubleshooting techniques, and resolution outcomes.

• Oversee and contribute to technical case documentation within vendor portals, ensuring precision, completeness, and consistency with diagnostic results.

⛳️ Requirements

• Proven experience with Jira for managing, tracking, and documenting technical issues, RMA cases, and vendor escalations, while maintaining accurate and audit-ready case records.

• Demonstrated ability to diagnose and troubleshoot complex hardware and system-level challenges in a data center or infrastructure setting.

• Knowledge in RMA workflows, hardware lifecycle management, or infrastructure support.

• Practical experience with NVIDIA and/or AMD GPU technologies.

• Familiarity with analyzing system logs, firmware behavior, and performance data to identify the root cause.

• Proven experience collaborating with hardware vendors and managing technical escalations or support cases.

• Strong grasp of server hardware, system architecture, and data center operations.

• Capability to analyze technical issues, exercise judgment, and determine suitable resolution paths.

• Excellent written and verbal communication skills, especially in documenting technical findings and working with cross-functional teams.

• Proficient with tools such as JIRA, Confluence, and vendor support portals.

• Experience working within microcloud or distributed infrastructure environments, with an understanding of system architecture and hardware integration.

• Background in supporting or analyzing systems in data center environments, focusing on hardware lifecycle, performance, and reliability considerations.

🏝️ Benefits

• 100% company-covered insurance premiums for employee medical, dental, and vision plans.

• 401(k) plan with a 100% match up to 4%, featuring immediate vesting.

• Annual Professional Development Reimbursement of $2,500.

• 11 Holidays + Paid Time Off Accrual + Rollover Plan.

• Commitment is valued at Vultr! Increased PTO at the 3-year and 10-year anniversary + 1 month paid sabbatical every 5 years + Anniversary Bonus each year.

• $500 stipend for remote office setup in the first year + $400 each subsequent year.

• Internet reimbursement of up to $75 per month.

• Gym membership reimbursement of up to $50 per month.

• Company-paid Wellable subscription.