Technical Writer (Infrastructure L3 Support Team)

The role

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.

Our working principle is simple: a problem is not fully solved until the learning has been captured and the relevant documentation has been created or updated.

For this position, you are welcome to work at our headquarters in Amsterdam and to support our data centers worldwide.

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.
• Ensure documentation is easy to find, clearly categorized, searchable, and linked to related procedures and source material.
• Prioritize documentation according to incident frequency, operational impact, risk, fleet coverage, and recurring L1/L2 escalations.

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.
• Turn deep technical investigations into clear, repeatable procedures that technicians can follow without relying on tribal knowledge or making unsupported assumptions.
• Research incomplete documentation requests using incident records, error codes, logs, engineering discussions, and existing technical materials.
• Identify missing or conflicting information and resolve it with the relevant subject-matter experts before publication.
• Ensure that significant incidents and postmortems result in updates to the relevant runbooks and troubleshooting guidance.

Write for L1, L2, and L3 audiences

• Explain complex concepts in clear, structured language appropriate to the reader’s experience level.
• Define unfamiliar terminology and provide context, glossaries, diagrams, screenshots, examples, or links where they improve understanding.
• Use layered documentation so that L1 technicians receive the instructions and safeguards they need, while experienced engineers can access deeper diagnostic detail.
• Include clear prerequisites, warnings, decision points, expected outputs, success criteria, rollback instructions, evidence-collection requirements, and escalation conditions.
• Show where commands must be executed, what successful output looks like, and what to do when the result differs from expectations.

Test and improve documentation

• Validate procedures end to end in an appropriate environment before publication.
• Ask representative L1 and L2 users to test procedures without additional coaching, observe where they hesitate or fail, and improve the content accordingly.
• Investigate recurring escalations by checking not only training and access, but also whether the existing documentation is inaccurate, difficult to find, unclear, overly complex, or incomplete.
• Use technician feedback, escalation patterns, procedure success rates, and incident data to continuously improve the knowledge base.

Establish documentation governance

• Define and maintain documentation templates, quality standards, metadata, ownership rules, approval workflows, and review requirements.
• Record platform and firmware applicability, document owner, publication date, last review date, and next review date.
• Establish risk-based review cycles and event-driven reviews following platform changes, firmware releases, incidents, or changes to operational tooling.
• Manage document status clearly, including draft, approved, under review, deprecated, and archived states.
• Archive obsolete content safely and direct readers to the current replacement.
• Maintain traceability between incidents, root-cause analyses, engineering changes, and resulting documentation updates.

Support new platform readiness

• Create complete documentation packages for new hardware platform introductions.
• Explain what each platform is, how it is deployed and managed, its common failure modes, required tools and access, diagnostic procedures, recovery paths, and escalation criteria.
• Work with engineering and operations teams to confirm that documentation is complete before a platform enters production support.

Work where the hardware lives

• Travel as needed to our data centers in EMEA, and occasionally to other locations, to observe procedures, work with technicians, support platform introductions, and capture knowledge following incidents.
• Use hands-on observation to ensure procedures reflect real environments, tools, access levels, and operational constraints.

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.

What success looks like

In this role:

• L1 and L2 technicians resolve more issues safely without unnecessary escalation.
• Recurring incidents produce measurable improvements to the knowledge base.
• Documentation remains accurate, discoverable, platform-specific, and actively maintained.
• New platforms enter production with complete operational documentation.
• Engineers spend less time repeatedly explaining known issues.
• Important operational knowledge no longer depends on individual engineers or undocumented conversations.

Where this role can lead

This position sits within the Infrastructure L3 Support team and will grow alongside the function. You will initially establish and own its knowledge system while building deeper expertise in our infrastructure and GPU platforms. For the right person, there is a natural development path toward an L3 Support Engineer position as the team and your platform knowledge mature. We develop people as deliberately as we develop our infrastructure and documentation.