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About the Role

Supermicro is seeking a Service Engineer to handle complex, non-standard service cases, collaborate closely with product managers, and produce detailed SOPs and knowledge base documentation.

Responsibilities

• Handle complex, non-standard service cases.
• Collaborate closely with product managers.
• Produce detailed SOPs and knowledge base documentation.
• Perform on-site and remote troubleshooting and resolving 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.
• Work with Technical Account Manager, Service Manager, and Product Manager to define service programs.
• Provide and contribute information such as fault triage and training materials.
• Run tests and simulations at our facility to assist with problem-solving.
• Travel to the field to train and/or resolve customer issues.
• Train new service engineers.
• Work under Technical Account Manager direction and take ownership of customer base.
• Demonstrate ability to be self-sufficient in the field by resolving problems, clarifying issues, researching answers and alternative solutions, implementing solutions, and escalating unresolved problems.
• Defuse challenging situations.
• Manage time effectively, prioritize, and make good business judgments and decisions concerning efficiency and effectiveness while meeting daily service expectations.
• Determine requirements and/or root cause of technical issues by working with customers.
• Manage the day-to-day tickets assigned on the SMC Service Portal.
• Perform deployment and maintenance with a focus on Servers and GPU Systems, Networking, Cable management, FW/Bios Configuration.

Requirements

• Able to work at customer location.
• Experience required in a similar role.
• English skill needs to be business level or above.
• Possess a driving license.
• Able to work physically (installing servers and replacing parts may require lifting items).

Skills

• Good problem-solving skills.
• Servers and GPU Systems deployment and maintenance.
• Networking.
• Cable management.
• FW/Bios Configuration.

Location

• On-site
• Remote
• Field

Work Type

• On-site
• Remote

Experience Level

• Experience required in similar role

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.
• We are amongst the fastest growing company among the Silicon Valley Top 50 technology firms.
• Our unprecedented global expansion has provided us with the opportunity to offer many new positions to the technology community.
• We seek talented, passionate, and committed engineers, technologists, and business leaders to join us to drive accelerated growth and technology-led innovation in the global marketplace.

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.