Sr. Service Engineer

Job Req ID: 29117

About Supermicro:

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.

Job Summary:

We are looking for a Sr. Service Engineer to support Supermicro Global Service network and help build a world class service organization. This position requires the ability to work flexible hours including nights and weekends as required to work in a data center and call center work environment to provide technical solutions and support over phone and in person and/or web to customers on hardware and software challenges.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):
Flexibility in working hours, including weekends and holidays if needed, as well as travel to customer sites and facilities (up to 25%)
Defuse challenging situations ensuring customer satisfaction
Work under Technical Account Manager direction and take ownership of regular customer maintenance
Attend and complete all required training and certification exams
Demonstrate ability to be self-sufficient in the field
Determines requirements and/or root cause of technical issues by working with customers
Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times
L2 Ticket Escalation
Provide 2nd line support to the reseller/distributors in all aspects of customer support
Manage contractor/customer support process
Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, effectiveness while meeting daily service expectations
On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
Run tests and simulations at our facility to assist with problem-solving
Ability to produce meaningful reports and metrics
Update job knowledge by participating in continuing educational opportunities

Qualifications:
8+ years of experience in servicing complex X86 systems and parts
Bachelor's degree in Computer Science, Computer Engineering, and Electrical Engineering
Or an Associate's degree in Electrical/Electronics Engineering, or equivalent discipline, plus equivalent years of relevant experience, preferably in the servicing of X86 systems and parts.
Ability to solve problems and make decisions as necessary
Ability to work in a challenging, dynamic, and fast-paced environment. Must be solution-oriented, a team player with the ability to identify and escalate issues in a timely manner, and be proactive in driving solutions
Advanced Statistical Excel or database management
Candidate must have an ability 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
Emphasize break/fix experience and on-site customer service experience
Excellent oral and written communication
Experience in Communicating with internal and external customers to explain total solutions
Full professional proficiency in English (read/write/speak)
Hands-on experience with Enterprise grade server hardware
Minimum years of experience from Customer Support background
Must be punctual and detail-oriented
Must possess an excellent ability to create plans and follow up on planned actions
Proficiency in MS Office
Strong written and verbal communication skills, project management skills, solid time management skills
The candidate needs to have strong technical communication skills to lead investigations with engineers of multiple disciplines
Demonstrated hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues
Familiarity with Linux preferred
Work experience in a large enterprise or certification in Windows and Linux environment preferred
Ability to lift/carry at east 50 lbs
Able to perform extensive standing to troubleshoot and repair equipment (around 20%)

Salary Range

$120,000 - $142,000

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.

EEO Statement

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