Technical Support Associate

About the role

Supermicro is a leading provider of advanced server, storage, and networking solutions for various industries. We are headquartered in the United States and have a global presence, offering a wide range of products and services. This role is part of our Global Service network, which aims to build a world-class field engineering organization.

Essential Duties and Responsibilities

• 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.
• Perform physical installation, rack and stack, cabling, and networking of data center hardware.
• Aid in the deployment of server, storage, and networking equipment.
• Maintain data center infrastructure to ensure optimal performance and uptime.
• Document and report data center activities and incidents.
• Collaborate with data center staff to address and resolve technical issues.
• Conduct quality checks and test system functionality post-installation.
• Work with internal teams to gather client requirements and provide technical expertise during the post-sales process.
• Cook with the engineering team to ensure seamless integration of hardware solutions.
• Ensure compliance with data center policies and procedures.
• Travel up to 50% of the time to customer sites and data centers.

Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering; or an Associate’s degree in Electrical/Electronics Engineering with equivalent relevant experience.
• 2+ years of experience in servicing complex X86 systems and parts.
• 2+ years of experience in a customer support role.
• Strong hardware system diagnostics skills and understanding of BIOS, drivers, and application-related issues.
• Ability to troubleshoot, problem-solve, and make decisions in a fast-paced environment.
• Experience with statistical Excel functions or database management.
• Ability to manage multiple cross-functional projects concurrently in a rapidly changing environment.
• Hands-on experience with enterprise-grade server hardware.
• Strong verbal and written communication skills with an emphasis on technical communication.
• Punctual, detail-oriented, and proactive in driving solutions.
• Experience working in large enterprise environments or certifications in Windows and Linux.
• Must have a valid driver’s license and a reliable automobile.
• Ability to lift/carry at least 50 lbs.
• Capable of standing for extended periods to troubleshoot and repair equipment in a noisy environment (approximately 20% of the time).

Benefits

The successful candidate will be eligible for a comprehensive benefits package, including a competitive salary range of $70,000 - $90,000, depending on location, level, education, training, specific skills, years of experience, and comparison to other employees in this role. Additional forms of compensation may also be available, such as participation in bonus and equity award programs.