Job Req ID: 29117

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.