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About the Role

Supermicro is seeking a Service Engineer responsible for fieldwork at customer sites to resolve and repair server systems. This role is critical for post-sales support, requiring exceptional technical aptitude with server products and excellent interpersonal skills to support our global service network and build a world-class field engineering organization.

Responsibilities

• Perform on-site and remote troubleshooting and resolution of complex technical problems on Supermicro equipment in an enterprise environment.
• Drive customer satisfaction through service excellence by leading preventive maintenance actions and managing repair/parts cycle times.
• Ensure escalation situations are managed and corrected quickly and professionally.
• Provide 2nd line support to resellers/distributors in all aspects of customer support.
• Maintain a high level of enterprise solution product knowledge.
• Collaborate with Technical Account Managers, Service Managers, and Product Managers to define service programs.
• Provide and contribute fault triage and training materials.
• Run tests and simulations at the facility to assist with problem-solving.
• Travel to the field to train and/or resolve customer issues.
• Train new service engineers.
• Work under the direction of the Technical Account Manager and take ownership of the customer base.
• Demonstrate self-sufficiency in the field.
• Defuse challenging situations.
• Manage time effectively, prioritizing and making sound business judgments and decisions to meet daily service expectations.
• Determine requirements and/or root cause of technical issues by working with customers.
• Resolve problems by clarifying issues, researching solutions, implementing solutions, and escalating unresolved problems.
• Produce meaningful reports and metrics.
• Work flexible hours and/or shifts, including weekends and holidays if needed.

Requirements

• Minimum of 5 years of experience in field support servicing complex X86 systems and parts preferred.
• Emphasize break/fix experience and on-site customer service experience.
• Hands-on experience with servers (Supermicro, EMC, DELL, HP).
• Solid hardware system diagnostics skills.
• Good understanding of how BIOS, drivers, and application loads can cause system issues.
• Strong technical communication skills to lead investigations with engineers of multiple disciplines.
• Strong written and verbal communication skills.
• Project management skills.
• Solid time management skills.
• Ability to participate in multiple cross-functional projects concurrently in a rapidly changing environment within established timelines.
• Demonstrated ability to learn and embrace new and changing technologies.
• Ability to work in a challenging, dynamic, and fast-paced environment.
• Ability to identify and escalate issues promptly.
• Proactive in driving solutions.
• Full professional proficiency in English (read/write/speak).

Skills

• Server systems troubleshooting and repair
• Customer support
• Technical aptitude
• Interpersonal skills
• Enterprise environment support
• Preventive maintenance
• Repair cycle management
• Parts management
• Escalation management
• 2nd line support
• Product knowledge
• Fault triage
• Training material development
• Testing and simulation
• Field training
• Time management
• Problem-solving
• Reporting and metrics
• Hardware diagnostics
• BIOS understanding
• Driver understanding
• Application load troubleshooting
• Cross-functional project participation
• Adaptability to new technologies
• Linux familiarity (plus)
• Windows certification (plus)
• Linux certification (plus)

Location

• Fieldwork at customer sites

Work Type

• On-site
• Remote
• Field service
• Full-time

Experience Level

• Minimum of 5 years experience in field support servicing complex X86 systems and parts preferred

Education Level

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience preferred
• Associate degree in electrical technology, electronics, or equivalent military experience considered

Salary/Compensations

• $70,000 - $100,000

Benefits

• Comprehensive benefits package
• Potential eligibility for other forms of compensation, such as participation in bonus and equity award programs

About the Company

• Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide.
• Ranked as the #5 fastest-growing company among the Silicon Valley Top 50 technology firms.
• Experiencing unprecedented global expansion, offering numerous new positions to the technology community.
• Seeking talented, passionate, and committed engineers, technologists, and business leaders.

Equal Opportunity

• Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population.
• It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.