Sr. Technical Support Associate

About the role

This position supports the Supermicro Global Service Installation Team and contributes to building a world-class service organization. The role involves working flexible hours, including nights and weekends, to complete equipment installations in a data center setting.

Responsibilities

• Knowledge of rack elevations / cable mapping for installation of customer solution projects
• Assist / support the deployment of server, storage, and networking equipment
• Perform physical installation, rack and stack, cabling, and networking of data center hardware
• Collaborate with the engineering team to ensure seamless integration of hardware solutions
• Conduct quality checks and test system functionality post-installation
• Provide frontline technical support to end-users via phone, email, and ticketing system
• Diagnose and troubleshoot hardware, software, and network-related issues
• Escalate complex problems to higher-level support teams when necessary
• Be willing to travel up to 50% of the time to customer installations or troubleshooting customer issues at customers' data centers

Qualifications

• 8 years of experience in servicing complex X86 systems and components
• Bachelor’s degree in Computer Science, Computer Engineering, or Electrical Engineering, or equivalent experience
• Minimum 2 years of experience with Customer Support
• Demonstrated hardware system diagnostics skills, including understanding BIOS, drivers, and application loads
• Ability to solve problems and make decisions as necessary
• 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
• Working knowledge of MS Suites with emphasis on Excel, PowerPoint, and Project
• Experience in communicating with internal and external customers to explain total solutions
• Hands-on experience with Enterprise grade server hardware
• Strong written and verbal communication skills, project management skills, and solid time management skills
• Strong technical communication skills to lead investigations with engineers of multiple disciplines
• PREFERRED: Certification in Windows, Linux, and network protocols

Benefits

The salary range for this role is $70,304 - $148,000, with the actual salary depending on various factors including location, level, education, training, specific skills, years of experience, and comparison to other employees in the role. Additional benefits include a comprehensive benefits package and the possibility of bonus and equity award programs.

Equal Opportunity Employer

Supermicro is an Equal Opportunity Employer and embraces diversity in its 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 status, marital status, pregnancy, genetic information, or any other legally protected status.