RMA Systems Engineer

WHO WE ARE Vultr is on a mission to make high-performance cloud infrastructure easy to use, affordable, and locally accessible for enterprises and AI innovators around the world. With 33 global cloud data center locations, Vultr is trusted by hundreds of thousands of active customers across 185 countries for its flexible, scalable, global Cloud Compute, Cloud GPU, Bare Metal, and Cloud Storage solutions. In December 2024 Vultr announced an equity financing at a $3.5 billion valuation. Founded by David Aninowsky and self-funded for over a decade, Vultr has grown to become the world’s largest privately-held cloud infrastructure company. Vultr Cares - 100% company-paid insurance premiums for employee medical, dental and vision plans. - 401(k) plan that matches 100% up to 4%, with immediate vesting - Professional Development Reimbursement of $2,500 each year - 11 Holidays + Paid Time Off Accrual + Rollover Plan - Commitment matters to Vultr! Increased PTO at 3 year and 10 year anniversary + 1 month paid sabbatical every 5 years + Anniversary Bonus each year - $500 stipend for remote office setup in first year + $400 each following year - Internet reimbursement up to $75 per month - Gym membership reimbursement up to $50 per month - Company paid Wellable subscription Join Vultr Vultr is seeking a highly skilled and experienced RMA Systems Engineer to analyze, diagnose, and resolve complex hardware and system level failures across our cloud infrastructure platform. This role is responsible for evaluating failure patterns across GPU, CPU, and server environments, determining appropriate remediation strategies, and improving how Vultr manages hardware lifecycle and vendor interactions. The ideal candidate brings strong systems-level troubleshooting expertise and the ability to analyze non-routine technical issues, determine root cause, and make informed decisions on repair, replacement, or escalation paths. This is a highly visible role that partners closely with Infrastructure, Engineering, and vendor teams to ensure system reliability and continuous improvement of Vultr’s RMA processes. It will also require the ability to adapt to the latest technology, help drive resolutions for never before seen issues and develop documentation as the technology evolves. This is your opportunity to join our fast growing team and leave your mark on Vultr and the future of Cloud Infrastructure. Key Responsibilities - Analyze GPU/CPU hardware failures by evaluating system logs, performance data, firmware behavior, and workload interactions to determine root cause. - Perform advanced troubleshooting across hardware, firmware, and operating system layers to validate faults and identify appropriate remediation paths. - Serve as a technical liaison with hardware vendors, providing detailed diagnostic data, interpreting vendor responses, and influencing resolution strategies. - Determine and coordinate on-site hardware remediation activities based on technical analysis, system impact, and priority, including guiding vendors and internal teams on appropriate repair or replacement actions. - Evaluate software and firmware versions to identify compatibility issues or contributing factors to system failures. - Validate and certify system stability and readiness prior to returning hardware to production environments. - Identify recurring failure patterns and recommend improvements to RMA workflows, vendor processes, and hardware lifecycle management. - Create and maintain detailed technical documentation, including failure analysis, troubleshooting methodologies, and resolution outcomes. - Manage and contribute to technical case documentation within vendor portals, ensuring accuracy, completeness, and alignment with diagnostic findings. Qualifications - Experience using Jira to manage, track, and document technical issues, RMA cases, and vendor escalations, including maintaining accurate and audit-ready case records. - Experience diagnosing and troubleshooting