Job Req ID: 30188Job Summary:Join a world-class technical support team responsible for supporting Supermicro switch products and related networking solutions. This role requires providing advanced technical support for Supermicro switch products and accessories while working closely with customers, engineering teams, and field deployment personnel.
This position may require flexible work hours, including evenings, nights, weekends, and holidays, to support critical customer escalations. Occasional domestic and international travel may be required for customer deployments, onsite troubleshooting, and technical engagements.
Essential Duties and Responsibilities:The following are the primary responsibilities of this position (additional duties may be assigned as needed):
- Assist with the deployment, configuration, and support of networking switches and related infrastructure.
- Collaborate with engineering teams to investigate issues, drive resolutions, and validate fixes.
- Conduct software validation, quality assurance testing, and functional verification of switch platforms and features.
- Provide frontline technical support to customers through phone, email, and ticketing systems.
- Diagnose, troubleshoot, and resolve software, hardware, and network-related issues.
- Escalate complex issues to senior support or engineering teams as necessary while maintaining ownership of customer cases.
- Create and maintain technical documentation, deployment guides, and troubleshooting procedures.
- Perform physical installation, rack-and-stack activities, cabling, and network integration of data center equipment, including lifting and moving equipment as required.
- Travel up to 25% of the time to customer sites for installations, upgrades, troubleshooting, and technical support activities.
Qualifications:- Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field.
- Minimum of 5 years of hands-on experience with networking technologies, including switches, routers, and related networking components.
- Strong troubleshooting and network diagnostic skills, with a solid understanding of switch firmware, NIC drivers, Ethernet cabling, and optical transceivers.
- In-depth knowledge of networking protocols and technologies, including, but not limited to, BGP, VXLAN, EVPN, OSPF, TCP/IP, STP, DHCP, LACP, LLDP, ARP, and related networking protocols.
- Experience deploying and supporting data center networking environments.
- Hands-on experience with network switches, routers, and AI cluster networking infrastructures.
- Experience with Linux operating systems, command-line interfaces, and network operating systems such as SONiC, Cumulus Linux, or similar platforms.
- Ability to analyze complex technical issues, make sound decisions, and implement effective solutions.
- Strong documentation skills, including the ability to create technical guides, application notes, knowledge-base articles, and user documentation.
- Proven ability to manage multiple cross-functional projects simultaneously in a fast-paced and rapidly evolving environment.
- Demonstrated ability to learn, adapt, and work effectively with emerging technologies.
- Experience communicating technical concepts, product capabilities, and solution architectures to both internal and external customers.
- Strong team-oriented mindset with the ability to proactively identify, communicate, and escalate issues when appropriate.
- Excellent written and verbal communication skills, along with strong organizational, project management, and time management abilities.
- Detail-oriented, self-motivated, and committed to delivering high-quality customer support.
Salary Range$120,000 - $140,000
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.
