Service Engineer

Super Micro Computer•Portland, OR

26d•$70,000 - $100,000

About The Position

Supermicro is seeking a Service Engineer to perform fieldwork at customer sites to resolve and repair server systems. This role is a critical part of post-sales support and requires strong technical aptitude with server products and excellent interpersonal skills. The engineer will support Supermicro’s global service network and help build a world-class field engineering organization. The position provides on-site and remote support for enterprise customers, including troubleshooting complex technical problems, managing escalations, and improving customer satisfaction. The Service Engineer also supports resellers and distributors, contributes to service programs and technical materials, performs testing at Supermicro facilities, and travels to train engineers or resolve customer issues. Travel is required up to 25%, and flexible hours or shifts, including weekends and holidays, may be needed. The salary range is $70,000–$100,000. The offered salary depends on factors including location, level, education, training, specific skills, years of experience, and comparison to other employees in the role. A comprehensive benefits package is offered, and candidates may be eligible for additional compensation, such as bonus and equity award programs.

Requirements

At least 5 years of experience in field support servicing complex X86 systems and parts is preferred.
Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience is preferred.
An associate degree in electrical technology, electronics, or equivalent military experience will be considered.
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 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 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 on-site and remotely in enterprise environments.
Drive customer satisfaction through service excellence, including leading preventive maintenance actions and managing repair and parts cycle times.
Manage and correct escalation situations quickly and professionally.
Provide second-line support to resellers and distributors across customer support matters.
Maintain a high level of knowledge about enterprise solution products.
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 sites to train or resolve customer issues.
Train new Service Engineers.
Work under the Technical Account Manager’s direction and take ownership of a customer base.
Work self-sufficiently in the field and defuse challenging situations.
Manage time effectively, prioritize work, and make sound business decisions while meeting daily service expectations.
Determine requirements or root causes of technical issues by working with customers.
Resolve problems by clarifying issues, researching and exploring answers and alternatives, implementing solutions, and escalating unresolved problems.
Produce meaningful reports and metrics, if able.
Work flexible hours or shifts, including weekends and holidays if needed.
Travel up to 25%.