Service Engineer

About the role

Supermicro is seeking a Data Center Service Engineer to perform fieldwork at customer sites, resolve and repair server systems, and provide post‑sales support. The role involves both on‑site and remote troubleshooting, collaboration with technical account managers, and contributing to a world‑class field engineering organization.

Responsibilities

• On‑site and remote troubleshooting of complex technical problems on Supermicro equipment in enterprise environments.
• Drive customer satisfaction through service excellence, leading preventive maintenance actions and managing repair/parts cycle times.
• Manage escalation situations quickly and professionally.
• Provide 2nd‑line support to reseller/distributors for all aspects of customer support.
• Maintain a high level of enterprise solution product knowledge.
• Collaborate with Technical Account Manager, Service Manager, and Product Manager to define service programs.
• Develop fault‑triage and training materials.
• Run tests and simulations at the facility to assist with problem‑solving.
• Travel to the field to train customers or resolve issues (up to 25% travel).
• Train new service engineers.
• Work under Technical Account Manager direction and take ownership of a customer base.
• Self‑sufficient field work and ability to defuse challenging situations.
• Manage time effectively, prioritize tasks, and meet daily service expectations.
• Determine root causes of technical issues by working with customers.
• Resolve problems through research, implementation, and escalation when necessary.
• Produce meaningful reports and metrics (a plus).
• Work flexible hours/shifts, including weekends and holidays if needed.

Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience preferred.
• Minimum of 2 years experience in field support servicing complex x86 systems and parts preferred.
• Associate degree in electrical technology, electronics, or equivalent military experience will be considered.
• Experience in large enterprises or certifications in Windows and Linux environments is a plus.
• Demonstrated break/fix and on‑site customer service experience.
• Full professional proficiency in English (read/write/speak).

Skills

• Hands‑on experience with servers (Supermicro, EMC, Dell, HP).
• Solid hardware system diagnostics; understanding of BIOS, drivers, and application loads.
• Strong technical communication to lead investigations across multiple engineering disciplines.
• Excellent written and verbal communication, project management, and time‑management skills.
• Ability to participate in multiple cross‑functional projects concurrently in a rapidly changing environment.
• Proactive issue identification, escalation, and solution driving.
• Familiarity with Linux is a plus.

Pay

Salary range: $85,000 – $100,000, dependent on location, level, education, training, specific skills, years of experience, and internal comparisons.

Benefits

Comprehensive benefits package, with eligibility for additional compensation such as bonus and equity award programs.

Schedule

• Flexible hours and shifts, including potential weekend and holiday work.
• Travel required up to 25% of the time.