Job Req ID: 29405Job Summary:Supermicro is seeking a Technical Support Engineer, Thermal & HVAC to provide expert technical support for our DCBBS solutions and rack-scale systems. This role focuses on delivering high-quality onsite and remote troubleshooting, deployment assistance, and post-sale engineering support to ensure customer success. The ideal candidate combines strong technical expertise with excellent communication skills to drive customer satisfaction and support our global service network.
Essential Duties and Responsibilities:- Provide onsite and remote troubleshooting, diagnosis, and resolution of complex technical issues related to Supermicro servers and DCBBS solutions in enterprise environments
- Support system deployments, including installation, configuration, and integration of DCBBS solutions at customer sites.
- Manage post-sale engineering inquiries, serving as a key technical resource for customers, resellers, and distributors.
- Deliver 1st line technical support to resellers and distributors on DCBBS and server-related issues
- Drive customer satisfaction through proactive service excellence, preventive maintenance, and efficient repair/parts cycle management
- Conduct tests and simulations at Supermicro facilities to replicate and resolve customer issues
- Travel to customer sites to support deployments, provide training, and resolve critical issues (up to 40% travel)
- Effectively manage and own customer cases, demonstrating self-sufficiency in the field
- Defuse challenging customer situations with professionalism and strong problem-solving skills
- Determine root causes by collaborating with customers and internal engineering teams, then implement or escalate solutions appropriately
- Produce clear technical reports, metrics, and case documentation
- Participate in multiple cross-functional projects in a fast-paced, dynamic environment
- Work flexible hours/shifts, including weekends and holidays when required to meet customer needs
Qualifications:- Bachelor's degree in Computer, Mechanical, or Electrical Engineering or related field (or equivalent work experience) preferred
- At least 5+ years of experience in technical support or field service for HVAC/ liquid cooling solutions is preferred
- Strong hands-on experience with HVAC/ liquid cooling solutions
- Demonstrated experience supporting thermal solutions or similar data center technologies is highly preferred
- Excellent troubleshooting skills with both onsite and remote support methodologies
- Strong project management, time management, and organizational skills
- Proven ability to manage deployments and post-sale technical inquiries
- Ability to work effectively in a fast-paced environment, prioritize tasks, and drive issues to resolution
- Full professional proficiency in verbal and written communication
- Willingness to travel up to 40% as needed
Salary Range$110,000 - $135,000
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.
