Supermicro

Service Engineer

Supermicro

full-time

Posted on:

Location Type: Office

Location: Dallas • Texas • 🇺🇸 United States

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Salary

💰 $70,000 - $100,000 per year

Job Level

Mid-LevelSenior

Tech Stack

Linux

About the role

  • Primarily work in a data center type of work environment to provide technical support onsite for key customers on hardware and software issues.
  • On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
  • Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times
  • Ensure escalation situations are managed and corrected quickly and professionally
  • Provide 2nd line support to the reseller/distributors in all aspects of customer support
  • Have a very high level of enterprise solution product knowledge
  • Work with Technical Account Manager, Service Manager, and Product Manager to define service programs
  • Provide and contribute information such as fault triage and training materials
  • Run tests and simulations at our facility to assist with problem-solving
  • Travel to the field to train and or resolve customer issues
  • Train new service engineers
  • Able to work under the Technical Account Manager's direction and take ownership of customer base
  • Demonstrate and completely the ability to be self-sufficient in the field
  • Able to defuse challenging situations
  • Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, and effectiveness while meeting daily service expectations
  • Determines requirements and/or root cause of technical issues by working with customers
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
  • Ability to produce meaningful reports and metrics is a plus
  • Ability to work be for 24 x7 Shift Coverage and/or flexible shifts including weekends and holidays if needed
  • Travel is required (up to 25% or more)

Requirements

  • Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience preferred
  • Minimum of 5 years experience in field support servicing complex X86 systems and parts preferred
  • Will consider an associate degree in electrical technology, electronics, or equivalent military experience
  • Work experience in large enterprises or certification in Windows and Linux environments is a plus
  • Emphasize break/fix experience and on-site customer service experience
  • Hands-on experience with servers (Supermicro, EMC, DELL, HP)
  • Solid hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues
  • Strong technical communication skills to lead investigations with engineers of multiple disciplines
  • Strong written and verbal communication skills, project management skills, and solid time management skills
  • Be able 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
  • Ability to work in a challenging, dynamic, and fast-paced environment with the ability to identify and escalate issues promptly, and be proactive in driving solutions
  • Full professional proficiency in English (read/write/speak)
Benefits
  • Comprehensive benefits package
  • Participation in bonus and equity award programs

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supporttroubleshootingSupermicro equipmententerprise solution product knowledgehardware system diagnosticsbreak/fix experienceWindows environmentsLinux environmentsserversBIOS
Soft skills
customer satisfactionservice excellencetime managementproblem-solvingtechnical communicationproject managementself-sufficiencyability to defuse challenging situationsability to prioritizeadaptability
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in Computer EngineeringBachelor’s degree in Electrical Engineeringassociate degree in electrical technologyelectronics certificationmilitary experience certification