Service Engineer

Super Micro Computer•Houston, TX

1d•$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 an important 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 helps develop a world-class field engineering organization. The Service Engineer provides onsite and remote technical support, manages escalations and repairs, supports resellers and distributors, and works with internal service and product teams to define service programs. The role also contributes troubleshooting information and training materials, conducts tests and simulations, trains service engineers and customers, and takes ownership of an assigned customer base. Travel is required, up to 25%, and flexible hours or shifts—including weekends and holidays—may be needed. The salary range is $75,000–$90,000. The salary offered depends on factors including location, level, education, training, skills, experience, and comparison with other employees in the role. Candidates may also be eligible for compensation such as bonus and equity award programs, in addition to a comprehensive benefits package.

Requirements

Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience preferred.
At least 1 year of experience in field support servicing complex x86 systems and parts preferred.
An associate degree in electrical technology, electronics, or equivalent military experience will be considered.
Emphasis on break/fix experience and onsite customer service experience.
Hands-on experience with servers, such as Supermicro, EMC, Dell, or HP.
Strong hardware system diagnostics skills and 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 participate in multiple concurrent cross-functional projects in a rapidly changing environment, meet established timelines, and learn and embrace 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, including reading, writing, and speaking.
Ability to work flexible hours and/or shifts, including weekends and holidays if needed.
Ability to travel, up to 25%.

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 onsite and remotely in enterprise environments.
Promote customer satisfaction through excellent service, preventive maintenance, and management of repair and parts cycle times.
Manage escalations and ensure issues are corrected quickly and professionally.
Provide second-line customer support to resellers and distributors.
Maintain a high level of knowledge about enterprise solution products.
Work with Technical Account Managers, Service Managers, and Product Managers to define service programs.
Contribute information such as fault-triage guidance and training materials.
Run tests and simulations at Supermicro facilities to support problem-solving.
Travel to customer sites to train personnel and 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 professionally and effectively.
Prioritize work and make sound decisions about efficiency and effectiveness while meeting daily service expectations.
Determine requirements and root causes of technical issues in collaboration with customers.
Resolve problems by clarifying issues, researching and exploring solutions, implementing solutions, and escalating unresolved problems.
Produce meaningful reports and metrics, if able.
Travel as required, up to 25%.