Sr. Service Engineer

About the role

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.

Essential Duties And Responsibilities

• Perform on-site and remote troubleshooting and resolution of complex technical problems on Supermicro equipment in enterprise environments
• Drive customer satisfaction by leading preventive maintenance activities and effectively managing repair and parts cycle times
• Manage escalation situations promptly and professionally to ensure rapid resolution
• Maintain expert-level knowledge of enterprise solutions and Supermicro products
• Collaborate with Technical Account Managers, Service Managers, and Product Managers to define and improve service programs
• Develop and contribute technical documentation, fault triage processes, and training materials
• Conduct tests and simulations at our facility to support problem-solving and root cause analysis
• Train and mentor new Service Engineers
• Defuse challenging customer situations with professionalism and composure
• Manage time effectively, prioritize tasks, and make sound business decisions to meet daily service expectations
• Determine technical requirements and root causes by working closely with customers
• Resolve customer issues by clarifying problems, researching solutions, implementing fixes, and escalating when necessary
• Produce meaningful service reports and performance metrics (preferred)
• Maintain flexibility to work non-standard hours, shifts, weekends, or holidays as needed
• Travel up to 25% as required to support customer needs

Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, or Electrical Engineering preferred
• 8+ years of hands-on experience servicing complex x86-based server systems and components
• Associate’s degree in Electrical Technology, Electronics, or equivalent military experience will be considered in lieu of a Bachelor’s degree
• Experience working in large enterprise environments, along with certifications in Windows and/or Linux, is a plus
• Strong break/fix and on-site customer service experience is highly emphasized
• Hands-on experience with enterprise servers from Supermicro, Dell, and HPE
• Solid hardware diagnostics skills with a strong understanding of how BIOS, drivers, and application loads impact system behavior
• Excellent technical communication skills with the ability to lead investigations involving multiple engineering disciplines
• Strong written and verbal communication skills, along with solid project management and time management abilities
• Prominent ability to manage multiple cross-functional projects concurrently in a fast-paced, dynamic environment while meeting established timelines
• Demonstrated capability to quickly learn and adapt to new and evolving technologies
• Excellent ability to create actionable plans and follow through on commitments
• Solution-oriented team player with the ability to thrive in challenging, high-pressure environments and proactively drive issues to resolution

Salary Range

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.