Service Engineer

Responsibilities

• Handle complex, non-standard service cases
• Collaborate closely with product managers
• Produce detailed SOPs and knowledge base documentation
• Lead preventive maintenance actions
• Manage repair and parts cycle times
• Deliver against and drive compliance with Supermicro service-level agreements
• Manage and correct escalation situations quickly and professionally
• Provide second-line support to resellers and distributors
• Define service programs with the Technical Account Manager, Service Manager, and Product Manager
• Provide fault-triage information and training materials
• Run tests and simulations at the facility to assist problem-solving
• Travel to customer sites to train personnel and resolve customer issues
• Train new service engineers
• Determine requirements and root causes of technical issues with customers
• Manage day-to-day tickets assigned in the SMC Service Portal

• On-site and remote troubleshooting and resolution of complex technical problems on Supermicro equipment in an enterprise environment
• Experience required in a similar role
• Business-level English or above
• Driving license
• Ability to work at customer locations
• Ability to work physically, including lifting items while installing servers and replacing parts
• Deployment and maintenance experience focused on servers and GPU systems
• Networking and cable management experience
• FW/BIOS configuration experience
• Ability to work under Technical Account Manager direction and take ownership of a customer base
• Ability to work independently in the field and resolve or upscale unresolved problems
• Ability to defuse challenging situations
• Ability to manage time, prioritize, and make effective business judgments
• Experience generating and presenting quality reports is a plus

Demonstrates expertise in troubleshooting and resolving complex technical issues on Supermicro equipment, with a strong focus on server and GPU systems deployment and maintenance. Capable of producing detailed documentation and training materials while effectively managing service-level agreements and customer relationships.

• Troubleshooting Complex Technical Problems
• Server and GPU Systems Deployment
• FW/BIOS Configuration
• Networking and Cable Management
• Customer Training and Support

• Troubleshooting
• Server Deployment
• GPU Systems Maintenance
• FW/BIOS Configuration
• Networking
• Cable Management
• Technical Documentation
• SOP Production
• Fault-Triage
• Report Generation

• Problem-Solving
• Time Management
• Effective Communication
• Conflict Resolution
• Independent Work

• Driving License

• Service-Level Agreements
• Preventive Maintenance
• Technical Account Management
• Customer Support
• Escalation Management

• SMC Service Portal