Technical Writer

We are building our Infrastructure L3 Support function: the center of expertise for server hardware, GPU platforms, firmware—including BIOS and BMC—and deep Linux diagnostics across our global data center fleet. This function can only scale if its operational knowledge is accurate, accessible, and usable. We therefore treat documentation as a product with defined users, quality standards, ownership, feedback, and a managed lifecycle. That product will be yours to build and operate. This is a role for an engineer who writes, rather than a writer who has learned some engineering. You will work alongside L3 engineers, capture technical knowledge during investigations, and translate complex findings into runbooks, SOPs, troubleshooting guides, and error documentation that L1 and L2 technicians can use safely and confidently. Your responsibilities will include: - Build and own the L3 knowledge system: Build and maintain the L3 knowledge base for GPU server platforms, server hardware, firmware, out-of-band management, and Linux-level diagnostics. Create runbooks, SOPs, troubleshooting guides, error-code documentation, onboarding materials, and platform reference documentation. - Translate engineering knowledge into operational procedures: Work with L3 and R&D engineers during and after investigations to capture symptoms, root causes, diagnostic evidence, resolutions, and preventive actions. - Write for L1, L2, and L3 audiences: Explain complex concepts in clear, structured language appropriate to the reader’s experience level. - Test and improve documentation: Validate procedures end to end in an appropriate environment before publication. - Establish documentation governance: Define and maintain documentation templates, quality standards, metadata, ownership rules, approval workflows, and review requirements. - Support new platform readiness: Create complete documentation packages for new hardware platform introductions. - Work where the hardware lives: Travel as needed to our data centers in EMEA, and occasionally to other locations. We expect you to have: - Hands-on experience in data center, server, infrastructure, production operations, or site reliability engineering. - Working knowledge of Linux, server hardware, firmware, and out-of-band management technologies such as IPMI, BMC, OpenBMC, or Redfish. - A demonstrated record of creating runbooks, SOPs, or troubleshooting guides that operations teams used successfully. - Experience translating complex engineering investigations into safe, repeatable operational procedures. - Strong organizational skills and the ability to structure incomplete or complex information. - The ability to write clear, precise, and structured English for readers with different levels of technical experience. - Experience validating documentation with its intended users and improving it through feedback. - An understanding of document governance, including ownership, approvals, versioning, review cycles, deprecation, and archiving. - The judgment to distinguish verified information from assumptions and to challenge incomplete or unclear technical input. - Strong collaboration skills and the confidence to work closely with engineers, technicians, and knowledge-management stakeholders. - Fluent written and spoken English. - Willingness to travel regularly to data center locations. It will be an added bonus if you have: - Experience with NVIDIA GPU server platforms and tools such as nvidia-smi, DCGM, dcgmi, and log-correlation tooling. - Experience with HGX or other large-scale AI infrastructure platforms. - Exposure to OCP-based platforms or ODM manufacturing ecosystems. - Experience using Bash or Python for log collection, diagnostics, or operational automation. - Experience with documentation-as-code, Git-based workflows, wikis, or large-scale knowledge-base platforms. - Experience defining documentation metrics or using incident and escalation data to prioritize improvements. - Experience supporting hardware-platform introductions across multiple data centers.