Data Center / Service Engineer

Job Req ID: 29117

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.
 

Job Summary:

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.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):

• 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

Qualifications:

• 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 escalate 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 understanding of how BIOS, drivers, and application loads can cause system issues

• Familiarity with Linux preferred

• Work experience in a large enterp