Service Engineer

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.
 

This is a full-time remote position at Austin, TX, working with the Supermicro Global Service Team. Supermicro is seeking a Service Engineer that will be responsible for field work at customer sites to resolve and repair server systems. The 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 service organization.

Includes the following essential duties and responsibilities (other duties may also be assigned):
On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times
Ensure escalation situations are managed and corrected quickly and professionally
Provide 2nd line support to the reseller / distributors in all aspects of customer support
Have a very high level of enterprise solution product knowledge
Work with Technical Account Manager, Service Manager, and Product Manager to define service programs
Provide and contribute information such as fault triage and training materials
Run tests and simulations at our facility to assist with problem solving
Travel to the field to train and or resolve customer issues
Train new Service Engineers
Able to work under Technical Account Manager direction and take ownership of customer base
Demonstrate ability to be self-sufficient in the field
Able to defuse challenging situations
Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, effectiveness while meeting daily service expectations
Determines requirements and/or root cause of technical issues by working with customers
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
Ability to produce meaningful report and metrices is a plus
Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
Travel is required (up to 25%)

Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience preferred
Minimum of 3 years' experience in field support servicing complex X86 systems and parts preferred
Will consider Associates Degree in electrical technology, electronics, or equivalent military experience
Work experience in large enterprise or certification in Windows and Linux environment 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
Be able 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
Ability to work in a challenging, dynamic, and fast-paced environment 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)
Familiarity with Linux is a plus

$79,000 - $92,000 *

*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.

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.