Bare Metal Technical Program Manager

We seek a highly skilled and driven Bare Metal Technical Program Manager to join our team and report to our Senior Director, Customer Experience. In this role, you will be instrumental in ensuring the stability, performance, and ongoing improvement of our intricate bare metal infrastructure. This role demands a deep technical understanding of underlying hardware and related systems, coupled with a proactive approach to problem-solving and operational efficiency. You will collaborate extensively with diverse engineering teams and external vendors, driving automation initiatives and refining operational strategies within a rapidly expanding, technologically advanced environment. Your contributions will directly impact the core of our compute capabilities.

What You'll Do

• Provide expert-level technical support and in-depth troubleshooting for a wide spectrum of hardware and associated software issues, encompassing server malfunctions, network outages, and performance degradations.
• Manage the lifecycle of our bare metal infrastructure, including overseeing deployment methodologies, executing maintenance procedures, coordinating upgrades, and managing hardware retirement processes.
• Architect and implement automation solutions through scripting and tooling to streamline repetitive operational tasks, enhance overall efficiency, and minimize manual intervention across the infrastructure.
• Lead the development and refinement of critical operational processes, comprehensive technical documentation (SOPs, TSGs, runbooks), and the establishment of engineering best practices to bolster team effectiveness and infrastructure resilience.
• Engage in close collaboration with Software, Network, and Data Center Operations Engineering teams to facilitate effective issue resolution, contribute to strategic project planning, and ensure the cohesive operation of the entire infrastructure ecosystem.
• Serve as a key technical point of contact for hardware and software vendors, managing technical support engagements, overseeing the RMA process, and driving the resolution of complex hardware-centric challenges.
• Design, deploy, and maintain sophisticated monitoring and alerting frameworks to proactively identify and mitigate potential infrastructure anomalies and performance deviations.
• Participate actively in incident response protocols, conduct thorough root cause analysis (RCAs) for infrastructure events, and contribute to problem management strategies aimed at preventing future occurrences.
• Contribute technical expertise to and potentially lead infrastructure-focused projects, including new hardware deployments, critical system upgrades, and the integration of new operational tooling.
• Mentor and guide junior engineering team members, fostering technical growth and contributing to the development of internal knowledge resources and training programs.
• Maintain the integrity of hardware asset tracking and related data within our infrastructure inventory systems (e.g., Snipe-IT).
• Adhere to and promote stringent security protocols and best practices related to infrastructure access and maintenance activities.

Who You Are

• Bachelor's degree in Computer Science, Electrical Engineering, or equivalent experience
• 5+ years of experience in hands-on management and support of complex bare metal infrastructure environments and data center operations
• Comprehensive understanding of modern server hardware architectures, including specialized compute accelerators (GPUs) and high-speed interconnect technologies from leading high-performance computing vendors such as NVIDIA, Dell, or HPE.
• Demonstrated expertise in Linux system administration, encompassing deep familiarity with command-line operations and system configuration.
• Proficiency in at least one high-level scripting language (e.g., Python) and practical experience with infrastructure and/or network automation tools, methodologies, and frameworks (e.g., Ansible)
• Extensive experience with modern infrastructure monitoring and logging tools such as Prometheus, Grafana, and the ELK stack (Elasticsearch, Logstash, Kibana).
• Working knowledge of enterprise ticketing systems (e.g., Jira) and an understanding of IT Service Management (ITSM) frameworks and best practices.
• Strong analytical and problem-solving skills, with the ability to systematically diagnose and resolve complex technical issues.
• Excellent communication and collaboration abilities, with experience working effectively across multidisciplinary technical teams.
• Self-motivated and proactive, with a demonstrated sense of ownership and a commitment to ensuring infrastructure reliability and performance.
• Proven ability to manage multiple tasks and priorities effectively in a fast-paced and dynamic environment.

Our compensation reflects the cost of labor across several US geographic markets. The base pay and target total cash for this position range from $122,000 to $163,000 and $140,000 to $187,000, accordingly. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. This position includes a discretionary bonus, equity, and a comprehensive benefits package.