Service Engineer

Supermicro•Houston, TX

1d•$75,000 - $90,000

About The Position

Supermicro is seeking a Data Center Service Engineer to perform fieldwork at customer sites to resolve and repair server systems. This position is a critical part of post-sales support and requires strong technical aptitude with server products and excellent interpersonal skills. The role supports Supermicro’s global service network and contributes to building a world-class field engineering organization. The engineer provides on-site and remote troubleshooting, customer support, preventive maintenance, repair coordination, and escalation management. The role also includes supporting resellers and distributors, contributing technical information and training materials, conducting tests at Supermicro facilities, traveling to train or resolve customer issues, and training new service engineers. Travel is required up to 25%, and flexible hours or shifts, including weekends and holidays, may be needed.

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 from multiple disciplines.
Strong written and verbal communication, project management, and time-management skills.
Ability to handle multiple concurrent cross-functional projects in a rapidly changing environment, meet established timelines, and learn and adopt new 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 (reading, writing, and speaking).
Ability to work flexible hours or shifts, including weekends and holidays if needed.
Willingness to travel up to 25%.
A bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience is preferred; an associate degree in electrical technology or electronics, or equivalent military experience, will also be considered.

Nice To Haves

Work 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 on-site and remotely in enterprise environments.
Drive customer satisfaction by delivering service excellence, leading preventive maintenance, and managing repair and parts-cycle times.
Manage escalations and ensure they are addressed quickly and professionally.
Provide second-line support to resellers and distributors across customer-support matters.
Maintain a high level of enterprise-solution product knowledge.
Work with Technical Account Managers, Service Managers, and Product Managers to define service programs.
Provide and contribute information such as fault-triage guidance and training materials.
Run tests and simulations at Supermicro facilities to assist with problem-solving.
Travel to customer locations to provide training and resolve customer issues.
Train new service engineers.
Work under Technical Account Manager direction and take ownership of an assigned customer base.
Work independently in the field and defuse challenging situations.
Manage time, prioritize work, and make sound business decisions while meeting daily service expectations.
Determine requirements and root causes of technical issues by working with customers.
Resolve problems by clarifying issues, researching and evaluating answers and alternatives, implementing solutions, and escalating unresolved problems.
Produce meaningful reports and metrics, as applicable.