Service Engineer

Job Summary Supermicro is seeking a Service Engineer that will be responsible for fieldwork 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 engineering organization. Essential Duties and Responsibilities 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 the Technical Account Manager’s direction and take ownership of customer base Demonstrate the 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, and effectiveness while meeting daily service expectations Determine requirements and/or root cause of technical issues by working with customers Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems 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, Electrical Engineering, or equivalent work experience preferred Minimum of 5 years experience in field support servicing complex X86 systems and parts preferred Will consider an associate degree in electrical technology, electronics, or equivalent military experience Work experience in large enterprises 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, and 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 elevate issues promptly, and be proactive in driving solutions Full professional proficiency in English (read/write/speak) Familiarity with Linux is a plus Salary Range $91,000 - $134,000 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. 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. #J-18808-Ljbffr Supermicro