Super Micro Computer, Inc

Service Engineer

Super Micro Computer, Inc • $60K — $110K *
Jersey City, NJ 07305In-Person
Technical Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Computer Science, Computer Engineering, or Electrical Engineering preferred
  • 3+ years of experience in servicing complex X86 systems
  • Hands-on experience with servers (Supermicro, EMC, DELL, HP)
  • Solid hardware system diagnostics skills, including understanding BIOS and drivers
  • Strong technical communication skills for collaboration across disciplines
  • Ability to learn and adapt rapidly in a fast-paced environment

Responsibilities

  • Troubleshoot and resolve technical problems on Supermicro equipment on-site and remotely
  • Drive customer satisfaction through preventive maintenance and repair management
  • Manage escalation situations quickly and professionally
  • Provide 2nd line support to resellers/distributors in customer support
  • Contribute training materials and information for service improvements
  • Run tests and simulations to assist with problem-solving
  • Travel to train and resolve issues, manage time effectively

Benefits

  • Opportunity to be part of a world-class field engineering organization
  • Dynamic work environment with challenging technical issues
  • Significant interaction with customers to enhance service skills
  • Career growth opportunities through training and support
  • Flexible work hours, including potential for shifts during weekends and holidays
Full Job Description
Job Req ID: 29948

Job Summary:

This is a full-time position within the Supermicro Global Service Team: Sterling, VA. Supermicro is seeking a Service Engineer that will be responsible for fieldwork at customer sites to resolve and repair server systems. The Service Engineer is a critical part of post-sales support and needs to demonstrate exceptional technical aptitude in working with server products in addition to excellent interpersonal skills. It requires the ability to Support our Global Service network and help build a world-class field engineering organization.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):
  • 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 Technical Account Manager direction and take ownership of customer base
  • Demonstrate ability to be self-sufficient in the field
  • Able to defuse challenging situations
  • Manage time effectively; prioritize and make good business judgments and decisions concerning 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
  • The 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%)


Qualifications:

  • Bachelor's degree in Computer Science, Computer Engineering, and Electrical Engineering preferred
  • 3+ years of experience in servicing complex X86 systems and parts
  • Will consider Associates Degree in electrical technology, electronics, or equivalent military experience
  • Work experience in a large enterprise 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)
  • The successful candidate needs to have solid hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues
  • The candidate needs to have strong technical communication skills to lead investigations with engineers of multiple disciplines
  • Strong written and verbal communication skills, project management skills, solid time management skills
  • 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
  • Must possess an excellent ability to create plans and follow up on planned actions
  • 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
  • Individuals must be able to work effectively in a high-pressure environment
  • Full professional proficiency in English (read/write/speak)
  • Must be punctual and detail-oriented
  • Familiarity with Linux is a plus


Salary Range

$60,000 - $110,000

About Super Micro Computer, Inc

Super Micro Computer, Inc. designs, develops, manufactures, and sells server solutions based on modular and open architecture. The company offers a range of server, storage, and networking solutions, as well as application-optimized software. Super Micro Computer's products are used in data centers, cloud computing, enterprise IT, big data, high performance computing, and embedded systems. The company was founded in 1993 and is headquartered in San Jose, California.
Learn more about Super Micro Computer, Inc
Size
4,155 employees
Market Cap
$4.3 billion
Industry
Manufacturing & Automotive
Net Income
$88.5 million
5 Year Trend
+15.9%
Revenue
$3.2 billion
NASDAQ
SMCI
* Ladders Estimates

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