Service Engineer

Super Micro Computer•Lowell, MA

15d•$85,000 - $100,000

About The Position

Supermicro is seeking a Service Engineer to perform fieldwork at customer sites, resolving and repairing 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 Service 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, field travel, and the ability to work flexible hours or shifts, including weekends and holidays when needed. Travel is required up to 25%.

Requirements

Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience preferred.
At least 2 years of experience in field support servicing complex X86 systems and parts preferred.
Emphasize break/fix experience and on-site customer service experience.
Hands-on experience with servers, including 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, meet established timelines, and learn and embrace 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).

Nice To Haves

Associate degree in electrical technology, electronics, or equivalent military experience may 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 on Supermicro equipment in enterprise environments, both on-site and remotely.
Improve customer satisfaction through service excellence, preventive maintenance, and management of repair and parts cycle times.
Manage escalations and ensure situations are corrected quickly and professionally.
Provide second-line support to resellers and distributors in all aspects of customer support.
Maintain a high level of enterprise solution product knowledge.
Work with the Technical Account Manager, Service Manager, and Product Manager to define service programs.
Provide and contribute information, including fault triage and training materials.
Run tests and simulations at Supermicro’s facility to assist with problem-solving.
Travel to customer sites to train others and resolve customer issues.
Train new service engineers.
Work under the Technical Account Manager’s direction and take ownership of an assigned customer base.
Work independently in the field and defuse challenging situations.
Manage time effectively, prioritize work, and make sound business judgments 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 alternatives, implementing solutions, and escalating unresolved problems.
Produce meaningful reports and metrics, if able.
Travel up to 25% and work flexible hours or shifts, including weekends and holidays if needed.