Product Engineer AI GPU

Position Overview

Lenovo Infrastructure Solutions Group (ISG) is looking for an AI/GPU Product Engineer to join the Server Product Engineering team. This position provides Level 3 engineering support for complex technical issues and customer escalations involving GPU and AI server solutions.

The engineer will serve as a technical escalation point for issues that cannot be resolved by Level 1 and Level 2 support teams. The role requires hands-on troubleshooting across GPU hardware, drivers, firmware, operating systems, server architecture, and AI infrastructure components.

The AI/GPU Product Engineer will work closely with worldwide Product Engineering, Support, Development, and other technical teams to reproduce issues, analyze logs and system data, identify root causes, develop workarounds, and drive permanent technical resolutions.

Key Responsibilities

• Provide Level 3 engineering support for complex and critical AI/GPU server customer escalations.

• Serve as a technical escalation point for Level 1 and Level 2 support organizations.

• Troubleshoot GPU-related issues across hardware, firmware, drivers, operating systems, and server platforms.

• Perform advanced problem determination and root cause analysis using system logs, GPU diagnostics, firmware data, operating system information, and other engineering tools.

• Reproduce customer issues in lab environments when required to support root cause analysis.

• Work directly with worldwide Development and Engineering teams when issues require code, firmware, driver, or product-level investigation.

• Identify technical defects and provide Development teams with the technical evidence required to reproduce and resolve them.

• Develop and validate technical workarounds and recovery procedures for customer issues.

• Track technical escalations and provide clear status, findings, risks, and next steps to stakeholders.

• Document technical solutions, known issues, troubleshooting procedures, and lessons learned to improve supportability and enable Level 1/2 teams.

• Collaborate with Product Engineering teams across different geographies to ensure timely resolution of customer-impacting issues.

• Develop and share AI/GPU technical knowledge with other engineers and support organizations.

Required Skills and Qualifications

• 1+ year of hands-on experience with GPUs, preferably in server, data center, AI, HPC, or enterprise environments.

• Strong understanding of x86 server architecture, server hardware, and firmware.

• Hands-on experience with GPU drivers and GPU troubleshooting.

• Knowledge of NVIDIA GPU technologies such as CUDA Toolkit, NVLink, and GPU diagnostic tools.

• Working knowledge of enterprise operating systems, including Red Hat Enterprise Linux, SUSE Linux Enterprise Server, and Windows Server.

• Basic knowledge of virtualization technologies such as VMware ESXi and Microsoft Hyper-V.

• Experience troubleshooting issues across hardware, firmware, operating systems, drivers, and applications.

• Ability to analyze logs, reproduce technical issues, isolate failures, and identify potential root causes.

• Ability to work effectively with Development and Engineering teams on complex technical problems.

• Strong analytical and problem-solving skills.

• Strong written and verbal communication skills in English and ability to work in a global engineering environment.

Preferred Qualifications

• Experience with NVIDIA data center GPUs and AI server platforms.

• Experience with GPU technologies such as CUDA, NVLink, NVQual, and NVIDIA drivers.

• Knowledge of AI/ML and HPC workloads.

• Experience with server BMC, UEFI/BIOS, firmware, PCIe, system logs, and hardware diagnostics.

• Previous experience in Level 3 technical support, Product Engineering, sustaining engineering, or customer escalation engineering.

• Experience performing root cause analysis on complex server hardware/software issues.