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 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 flexible hours and/or flexible shifts including weekends and holidays if needed
Travel is required (up to 25%)

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)
Familiarity with Linux is a plus.

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 & Tools

X86 systemshardware system diagnosticsBIOSdriversapplication loadsbreak/fix experienceon-site customer serviceSupermicroEMCDELL

Soft Skills

customer satisfactionproblem-solvingtime managementtechnical communicationproject managementself-sufficiencyability to defuse challenging situationsability to work under directionability to prioritizeability to work in a fast-paced environment

Certifications

Bachelor’s degree in Computer ScienceBachelor’s degree in Computer EngineeringBachelor’s degree in Electrical Engineeringassociate degree in electrical technologyelectronics certificationmilitary experience certification