IT Infrastructure Engineer

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. You will work out of our Kansas City, Missouri, data center location. Your responsibilities will include: - 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 We expect you to have: - 5+ years of hands-on experience working with enterprise server hardware in a production data center environment - Deep understanding of x86 server architecture, including CPUs, memory, PCIe devices, storage controllers, GPUs, and power subsystems - Strong experience performing firmware and BIOS/BMC diagnostics and upgrades - Advanced Linux command-line troubleshooting skills, including log analysis and hardware-level diagnostics - Experience working with remote management interfaces such as IPMI, iDRAC, iLO, or equivalent - Proven experience managing hardware RMA processes and working directly with OEM vendors - Ability to conduct structured root cause analysis and document technical findings clearly - Familiarity with hardware monitoring systems and failure trend analysis - Strong ownership mindset and ability to operate independently in mission-critical environments - High proficiency in spoken and written English It will be an added bonus if you have: - Experience performing board-level diagnostics and component-level repair (SMD rework) - Familiarity with data center networking equipment and basic network troubleshooting - Experience supporting GPU-dense or high-performance compute environments - Valid driver’s license