Sr. Data Center ​/ Service Engineer

Sr. Data Center / Service Engineer

This is a full-time position within the Supermicro Global Service Team. Supermicro is seeking a Sr. Service Engineer that will be responsible for fieldwork at customer sites to resolve and repair server systems. The Sr. 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 include the following (other duties may also be assigned):

• On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
• Driving customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times
• Ensuring escalation situations are managed and corrected quickly and professionally
• Providing 2nd line support to the reseller/distributors in all aspects of customer support
• Having a very high level of enterprise solution product knowledge
• Working with Technical Account Manager, Service Manager, and Product Manager to define service programs
• Providing and contributing information such as fault triage and training materials
• Running tests and simulations at our facility to assist with problem-solving
• Traveling to the field to train and/or resolve customer issues
• Training new service engineers
• Being able to work under Technical Account Manager direction and take ownership of customer base
• Demonstrating ability to be self-sufficient in the field
• Being able to defuse challenging situations
• Managing time effectively; prioritizing and making good business judgments and decisions concerning efficiency, and effectiveness while meeting daily service expectations
• Determining requirements and/or root cause of technical issues by working with customers
• Resolving 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
• 8+ years of experience in servicing complex X86 systems and parts preferred
• 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)
• 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, solid time management skills
• 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
• Excellent ability to create plans and follow up on planned actions
• Ability to work in a challenging, dynamic, and fast-paced environment
• Solution-oriented, a team player with the ability to identify and escalate issues in a timely manner, and be proactive in driving solutions
• Full professional proficiency in English (read/write/speak)
• Punctual and detail-oriented
• Familiarity with Linux is a plus

Salary Range $80,000 - $130,000. The offer 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.

EEO Statement:
Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.