Service Engineer

Super Micro Computer•Houston, TX

12d•$75,000 - $90,000

About The Position

Supermicro is seeking a Data Center Service Engineer to perform fieldwork at customer sites, resolving and repairing server systems. The role is a key part of post-sales support and requires strong technical aptitude with server products and excellent interpersonal skills. The engineer supports Supermicro’s global service network and contributes to building a world-class field engineering organization. The position involves on-site and remote customer support, troubleshooting, repairs, preventive maintenance, and escalation management. The engineer also supports resellers and distributors, collaborates with internal service and product teams to define service programs, develops troubleshooting and training resources, and helps train new service engineers. The role requires self-direction, effective customer communication, sound prioritization, and the ability to work flexibly, including weekends and holidays if needed. Travel of up to 25% is required.

Requirements

At least 1 year of experience in field support servicing complex x86 systems and parts is preferred.
Emphasis on break/fix experience and on-site customer service experience.
Hands-on experience with servers, such as Supermicro, EMC, Dell, or HP.
Strong hardware system diagnostics skills and a good understanding of how BIOS, drivers, and application loads can cause system issues.
Strong technical communication skills to lead investigations with engineers across multiple disciplines.
Strong written and verbal communication, project management, and time-management skills.
Ability to manage multiple concurrent cross-functional projects in a rapidly changing environment and meet established timelines.
Demonstrated ability to learn and adapt to new and changing technologies.
Ability to work in a challenging, dynamic, fast-paced environment, identify and promptly escalate issues, and proactively drive solutions.
Full professional proficiency in English, including reading, writing, and speaking.
Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience preferred.
An associate degree in electrical technology or electronics, or equivalent military experience, will be considered.

Nice To Haves

Experience in large enterprises or certification in Windows and Linux environments.
Familiarity with Linux.
Ability to produce meaningful reports and metrics.

Responsibilities

Troubleshoot and resolve complex technical problems with Supermicro equipment in enterprise environments, both on-site and remotely.
Promote customer satisfaction through service excellence, preventive maintenance, and management of repair and parts cycle times.
Manage and resolve escalations quickly and professionally.
Provide second-line support to resellers and distributors across customer support matters.
Maintain extensive knowledge of enterprise solution products.
Collaborate with Technical Account Managers, Service Managers, and Product Managers to define service programs.
Provide and contribute fault-triage information and training materials.
Run tests and simulations at Supermicro facilities to assist with problem-solving.
Travel to customer sites to provide training or resolve customer issues.
Train new service engineers.
Take ownership of an assigned customer base under the direction of a Technical Account Manager and work independently in the field.
Manage challenging customer situations, time, priorities, and business decisions while meeting daily service expectations.
Determine requirements and root causes of technical issues in collaboration with customers.
Resolve issues by clarifying problems, researching and evaluating solutions, implementing fixes, and escalating unresolved problems.
Produce meaningful reports and metrics when needed.
Work flexible hours or shifts, including weekends and holidays if needed; travel up to 25%.