Job Description

About the Role

As our infrastructure footprint in the Denver data center continues to grow, the demand for timely, on-site support and efficient coordination with hardware vendors and clients across multiple time zones is increasing significantly. To ensure consistent operations, minimize downtime risks, and improve client satisfaction, we propose adding a dedicated 5x8 Data Center Operations Engineer based in Denver.

Responsibilities

• Vendor Coordination & On-site Support: Serve as the primary point of contact for on-site repair and service coordination with hardware vendors such as Supermicro, HPE Cray, and Wistron. This will streamline hardware RMA processes, reduce ticket resolution times, and ensure accountability during on-site interventions.
• Rapid Issue Resolution for Critical Incidents: Provide initial troubleshooting for faulty equipment and act as first-line support during outages or hardware alerts. For priority clients, this engineer can quickly intervene to reduce mean time to recovery (MTTR), avoiding prolonged downtimes that could result in service-level agreement (SLA) breaches and financial penalties.
• Multi-Time Zone Client Support: Bridge the gap between infrastructure operations and customers in varying time zones. By working during standard business hours in Denver, the engineer can effectively support both U.S.-based and international clients, ensuring timely delivery and communication.
• ISP & Network Incident Response: Act as the on-site liaison when network incidents or ISP issues arise. This role enables faster diagnosis and local coordination, improving time to resolution and reducing business impact from internet or interconnection disruptions.
• Infrastructure Delivery Assistance: Support the Infra Team by preparing and handing off dedicated servers to clients in multiple time zones. This includes hardware prep, validation, and basic configuration steps, enabling our global teams to maintain delivery velocity without time zone constraints.

Required Skills

• Experience with hardware vendors such as Supermicro, HPE Cray, and Wistron.
• Strong troubleshooting skills for critical incidents.
• Ability to work across multiple time zones.
• Experience in ISP and network incident response.
• Knowledge of infrastructure delivery processes.

Preferred Skills

• Previous experience in a data center operations role.
• Familiarity with service-level agreements (SLAs).
• Strong communication skills for client interaction.

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