Technical Account Manager

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. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Essential Duties And Responsibilities

• Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations in supporting the customers
• Introduce service program to the customers and periodically (or on demand) follow up with the customers for operations review, etc.
• Solve issues/challenges escalated by help desk and field engineers and if the issue requires further escalations work with various engineering teams and drive to the resolution
• Monitor the assigned accounts to make sure that service cases do not fall into gaps and are followed up timely
• This position will manage primarily 1 very large customer, so significant experience is required
• Gather and compile technical support documentations for training help desk and field engineers
• Manage various escalations from the customers and direct them appropriately
• Visit customers to understand customer’s requirements and present service solutions (often accompanied by sales)
• Plan and coordinate onsite integration activities

Qualifications

• Bachelor's degree in engineering or other technical field
• 2+ years of experience in engineering/IT industry
• Strong background working with x86 based line of products
• Must be punctual and detail-oriented
• Fluent in English
• Excellent communication (both oral and written) and interpersonal skills
• Excellent troubleshooting and problem solving skills
• Ability to work efficiently under pressure as many escalated issues tend to be urgent and unexpected
• Familiarity with Linux and Virtualization 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.