Support & Deployment Engineer

DESCRIPTION

Company: ZutaCore Inc.

Title: Support and Deployment Engineer

Scope: Full-time

Location: Foster City, CA

Required Travel: Up to 20% of Domestic and International travel.

POSITION SUMMARY

ZutaCore HyperCool® is a two-phase, closed-loop liquid cooling solution for the hottest processors of 2800W and beyond. It uses a direct-to-chip method — one of the most effective forms of chip cooling — to apply waterless heat transfer fluid directly to the chips to extract and disperse heat. Since no water is used in the cooling solution, equipment is fully protected from leaks, corrosion, and other water-related threats. The HyperCool direct-to-chip liquid cooling solution is easily scalable and can be deployed in new or retrofitted data centers, supporting 120kW and above of computing power. The innovative design of HyperCool allows for sustainable, 100% heat re-use in the data center, producing the lowest 1.05 -1.07 PUE and highest efficiency in any climate.

As a Support & Deployment Engineer, you will deliver hands on deployment of ZutaCore solutions in customers’ Data Centers and provide remote and onsite expert support to facilitate timely resolution of technical product/solution issues.

PRIMARY RESPONSIBILITIES

Solution Deployment

In coordination with ZutaCore cross-functional teams, partners, and customers, ensure successful planning and onsite deployment of ZutaCore solutions.
Key areas of responsibility include, but are not limited to:

Coordination and Deployment Readiness

• Site readiness and retrofit coordination (as required)
• Ensure timely ZutaCore HyperCool® hardware delivery and availability
• Coordinate with facilities and third-party partners (as required), e.g., OxM servers, racks, facilities power, water, and networking
• Maintain customer/partner communications

Hands-On Installation

• Perform hardware retrofit, rack installation, and connectivity (power, water, network)
• Power up the solution
• Conduct solution testing and troubleshooting

Additional Tasks

• Deliver customer/partner onsite user and maintenance training
• Obtain customer/partner sign-off (handoff)
• Complete post-deployment report

SOLUTION SUPPORT

• Deliver timely and accurate remote and onsite technical support for deployed ZutaCore solutions to customers and partners
• Take strict and proactive end-to-end ownership of customer/partner-reported issues, from report to resolution acceptance (email, phone, onsite)

Responsibilities Include

• Maintain detailed records (support cases) of reported issues, including photos and videos provided by partners or customers
• Perform remote issue diagnosis and troubleshooting
• Replicate issues in the lab (as available)
• Provide onsite assistance when required
• Manage case escalations
• Document and deliver resolutions
• Provide timely status updates to customers/partners on open cases
• Collaborate closely with Engineering, QA, and Operations teams to solve complex issues
• Follow up with partners and customers to keep them informed of issue status and resolution progress
• Create knowledge-base articles
• Review and provide input for product and maintenance documentation development.

EXPERIENCE AND EDUCATION

• BS or MS degree in Mechanical Engineering or a relevant technical field
• Certifications in Data Center Operations and/or HVAC
• Minimum of five years’ experience with hands-on working knowledge of the following:

Technical Expertise

• HVAC systems, including facility water loops, chillers, CRAC units, CRAH units, and their integration within data center cooling infrastructure
• Strong understanding of data center server hardware, including server architecture, component layout, airflow design, and power delivery
• Experience with high-density systems such as Dell XE9680, and hands-on knowledge of server retrofits for specialized solutions (e.g., direct-to-chip cooling)
• Familiarity with CPU/socket configurations, GPU integration, PCIe expansion, and mechanical constraints related to thermal and power modifications
• Working knowledge of data center electrical power systems, including voltage, phase, current (amperage), and power distribution
• Familiarity with Linux operating systems, including installation, configuration, and basic system management (a plus)

Professional Skills

• Experience delivering remote and onsite support for IT technologies in large-scale data center operations
• Experience with customer support case management systems and related processes
• Detail-oriented with strong technical troubleshooting and problem-solving skills
• Strong written and verbal communication skills with customers and cross-functional teams
• Self-motivated team player with excellent time and multi-project management skills
• Willingness to travel domestically and internationally as required