Service Engineer

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.

About the role

This is a full-time position within the Supermicro Global Service Team. The Service Engineer is a critical part of post-sales support and will be responsible for fieldwork at customer sites to resolve and repair server systems. The role requires exceptional technical aptitude in working with server products, excellent interpersonal skills, and the ability to support our Global Service network while helping build a world-class field engineering organization.

Responsibilities

• 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
• Develop a very high level of enterprise solution product knowledge
• 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 and defuse challenging situations
• Manage time effectively; prioritize and make sound business judgments concerning efficiency and effectiveness while meeting daily service expectations
• Determine requirements and/or root cause of technical issues by working with customers
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Produce meaningful reports and metrics (a plus)
• Work flexible hours and/or shifts, including weekends and holidays if needed
• Travel is required (up to 25%)

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, or Electrical Engineering preferred
• 1+ years of experience in servicing complex X86 systems and parts
• Associates Degree in electrical technology, electronics, or equivalent military experience will be considered
• Work experience in a large enterprise or certification in Windows and Linux environments is a plus
• Emphasize break/fix experience and on-site customer service experience
• Hands-on experience with servers (Supermicro, EMC, DELL, HP)
• Solid hardware system diagnostics skills, as well as a 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, and 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
• Excellent ability to create plans and follow up on planned actions
• Ability to work in a challenging, dynamic, and fast-paced environment
• Solution-oriented, team player with the ability to identify and escalate issues in a timely manner, and be proactive in driving solutions
• Ability to work effectively in a high-pressure environment
• Full professional proficiency in English (read/write/speak)
• Must be punctual and detail-oriented
• Familiarity with Linux is a plus

Pay

Salary Range: $70,000 - $87,000. 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.