Service Engineer

About Supermicro:

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 the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary:

We are looking for a Service Engineer to support Supermicro Global Service network and help build a world class service organization. This position requires the ability to work flexible hours including nights and weekends as required to work in a data center and call center work environment to provide technical solutions and support over phone and in person and/or web to customers on hardware and software challenges.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):

1. Flexibility in working hours, including weekends and holidays if needed, as well as travel to customer sites and facilities (up to 25%)
2. Defuse challenging situations ensuring customer satisfaction
3. Work under Technical Account Manager direction and take ownership of regular customer maintenance
4. Attend and complete all required training and certification exams
5. Demonstrate ability to be self-sufficient in the field
6. Determines requirements and/or root cause of technical issues by working with customers
7. Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times
8. L2 Ticket Escalation
9. Provide 2nd line support to the reseller/distributors in all aspects of customer support
10. Manage contractor/customer support process
11. Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, effectiveness while meeting daily service expectations
12. On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
13. Run tests and simulations at our facility to assist with problem-solving
14. Ability to produce meaningful reports and metrics
15. Update job knowledge by participating in continuing educational opportunities

Qualifications:

1. 1+ years of experience in servicing complex X86 systems and parts
2. Bachelor’s degree in Computer Science, Computer Engineering, and Electrical Engineering
3. Or an Associate’s degree in Electrical/Electronics Engineering, or equivalent discipline, plus equivalent years of relevant experience, preferably in the servicing of X86 systems and parts.
4. Ability to solve problems and make decisions as necessary
5. Ability to work in a challenging, dynamic, and fast-paced environment. Must be solution-oriented, a team player with the ability to identify and escalate issues in a timely manner, and be proactive in driving solutions
6. Advanced Statistical Excel or database management
7. Candidate must have an ability to participate in multiple cross-functional projects concurrently in a rapidly changing environment, within established timelines and have a demonstrated ability to learn and embrace new and changing technologies
8. Emphasize break/fix experience and on-site customer service experience
9. Excellent oral and written communication
10. Experience in Communicating with internal and external customers to explain total solutions
11. Full professional proficiency in English (read/write/speak)
12. Hands-on experience with Enterprise grade server hardware
13. Minimum years of experience from Customer Support background
14. Must be punctual and detail-oriented
15. Must possess an excellent ability to create plans and follow up on planned actions
16. Proficiency in MS Office
17. Strong written and verbal communication skills, project management skills, solid time management skills
18. The candidate needs to have strong technical communication skills to lead investigations with engineers of multiple disciplines
19. Demonstrated hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues
20. Familiarity with Linux preferred
21. Work experience in a large enterprise or certification in Windows and Linux environment preferred
22. Ability to lift/carry at least 50 lbs
23. Able to perform extensive standing to troubleshoot and repair equipment (around 20%)

Salary Range:

$70,000 - $100,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement:

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.