Service Engineer

About the role

Supermicro is a leading provider of advanced server, storage, and networking solutions for various industries including Data Center, Cloud Computing, Enterprise IT, Hadoop/Big Data, Hyperscale, HPC, and IoT/Embedded. As one of the fastest-growing companies in Silicon Valley, we are expanding globally and are seeking talented individuals to join our team.

Essential Duties and 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, 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
• 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
• Able to work under the Technical Account Manager's direction and take ownership of customer base
• Demonstrate the ability to be self-sufficient in the field
• Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, and effectiveness while meeting daily service expectations
• Determines requirements and/or root cause of technical issues by working with customers
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Ability to produce meaningful reports and metrics is a plus
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
• Travel is required (up to 25%)

Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience preferred
• Minimum of 5 years experience in field support servicing complex X86 systems and parts preferred
• Will consider an associate degree in electrical technology, electronics, or equivalent military experience
• Work experience in large enterprises or certification in Windows and Linux environments is a plus
• 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
• Be able 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
• Full professional proficiency in English (read/write/speak)
• Familiarity with Linux is a plus

Pay

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.