Data Center​/Service Engineer

About Supermicro

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community.

We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

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.

• 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
• Ability to lift/carry at least 50 lbs
• Able to perform extensive standing to troubleshoot and repair equipment (around 20%)

• 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 elevate 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…