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, resolve and repair server systems, and provide post-sales support. The role 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 includes on-site and remote troubleshooting, customer service, escalation management, reseller and distributor support, product expertise, training, and collaboration with account, service, and product managers. The engineer will work under Technical Account Manager direction, take ownership of a customer base, and operate independently in the field. Travel is required, up to 25%, and flexible hours or shifts—including weekends and holidays—may be needed. The listed salary range is $75,000–$90,000. Salary depends on factors including location, level, education, training, skills, experience, and comparison with other employees in the role. In addition to a comprehensive benefits package, candidates may be eligible for bonus and equity award programs.

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.
Solid 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 and meet established timelines.
Demonstrated ability to learn and embrace 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 (reading, writing, and speaking).
Ability to work flexible hours or shifts, including weekends and holidays if needed.
Travel required, up to 25%.

Nice To Haves

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 be considered.
Work experience in large enterprises or certification in Windows and Linux environments is a plus.
Familiarity with Linux is a plus.
Ability to produce meaningful reports and metrics is a plus.

Responsibilities

Troubleshoot and resolve complex technical problems with Supermicro equipment on site and remotely in enterprise environments.
Lead preventive maintenance actions and manage repair and parts cycle times to drive customer satisfaction.
Manage and correct escalations 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.
Contribute information, including fault triage and training materials.
Run tests and simulations at Supermicro facilities to help solve problems.
Travel to customer sites to train personnel and resolve customer issues.
Train new service engineers.
Work under Technical Account Manager direction and take ownership of a 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 in collaboration with customers.
Resolve problems by clarifying issues, researching answers and alternative solutions, implementing solutions, and escalating unresolved problems.
Produce meaningful reports and metrics, as a plus.
Travel up to 25%.