Sr. Service Engineer

Job Req ID: 29208

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:

This is a full-time position on the Supermicro Global Service Team based in Chicago, IL. Supermicro is seeking a highly skilled Senior Service Engineer responsible for performing on-site fieldwork at customer locations to diagnose and repair complex server systems. 

As a key member of our post-sales support organization, the Senior Service Engineer will deliver exceptional technical expertise on Supermicro server products while demonstrating strong interpersonal and customer-facing skills. This role plays a critical part in supporting our global service network and contributing to the development of a world-class field engineering organization. 

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned): 
• Perform on-site and remote troubleshooting and resolution of complex technical problems on Supermicro equipment in enterprise environments
• Drive customer satisfaction by leading preventive maintenance activities and effectively managing repair and parts cycle times
• Manage escalation situations promptly and professionally to ensure rapid resolution
• Maintain expert-level knowledge of enterprise solutions and Supermicro products
• Collaborate with Technical Account Managers, Service Managers, and Product Managers to define and improve service programs
• Develop and contribute technical documentation, fault triage processes, and training materials
• Conduct tests and simulations at our facility to support problem-solving and root cause analysis
• Travel to customer locations to deliver training and resolve complex technical system issues
• Train and mentor new Service Engineers
• Work independently with a high degree of self-sufficiency while taking ownership of assigned customer accounts under the direction of the Technical Account Manager
• Defuse challenging customer situations with professionalism and composure
• Manage time effectively, prioritize tasks, and make sound business decisions to meet daily service expectations
• Determine technical requirements and root causes by working closely with customers
• Resolve customer issues by clarifying problems, researching solutions, implementing fixes, and escalating when necessary
• Produce meaningful service reports and performance metrics (preferred)
• Maintain flexibility to work non-standard hours, shifts, weekends, or holidays as needed 
• Travel up to 25% as required to support customer needs

Qualifications:

• Bachelor’s degree in Computer Science, Computer Engineering, or Electrical Engineering preferred. 
• 8+ years of hands-on experience servicing complex x86-based server systems and components. 
• Associate’s degree in Electrical Technology, Electronics, or equivalent military experience will be considered in lieu of a Bachelor’s degree
• Experience working in large enterprise environments, along with certifications in Windows and/or Linux, is a plus
• Strong break/fix and on-site customer service experience is highly emphasized
• Hands-on experience with enterprise servers from Supermicro, Dell, and HPE
• Solid hardware diagnostics skills with a strong understanding of how BIOS, drivers, and application loads impact system behavior
• Excellent technical communication skills with the ability to lead investigations involving multiple engineering disciplines
• Strong written and verbal communication skills, along with solid project management and time management abilities
• Proven ability to manage multiple cross-functional projects concurrently in a fast-paced, dynamic environment while meeting established timelines
• Demonstrated capability to quickly learn and adapt to new and evolving technologies
• Excellent ability to create actionable plans and follow through on commitments
• Solution-oriented team player with the ability to thrive in challenging, high-pressure environments and proactively drive issues to resolution
• Full professional proficiency in English (read, write