Service Technician

Super Micro Computer•Atlanta, GA

31d•$30 - $36

About The Position

Supermicro is seeking a Service Technician to perform fieldwork at customer sites, resolving and repairing server systems. This role is part of post-sales support and requires strong technical aptitude with server products and excellent interpersonal skills. The technician will support Supermicro’s global service network and help build a world-class field service organization. The position involves on-site and remote troubleshooting, customer support, preventive maintenance, repair coordination, escalation management, reseller and distributor support, testing, training, and collaboration with internal teams. Field travel is required, up to 25%, and flexible hours or shifts—including weekends and holidays—may be needed. The posted salary range is $30.00–$36.00 per hour. The salary offered depends on factors such as location, level, education, training, skills, experience, and comparison to other employees in the role. The description also notes a comprehensive benefits package and potential eligibility for bonus and equity award programs.

Requirements

Emphasize break/fix experience and on-site customer service experience.
Hands-on experience with servers, including Supermicro, EMC, Dell, or HP systems.
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 from 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 (reading, writing, and speaking).
Ability to work flexible hours or shifts, including weekends and holidays if needed.
Travel availability, up to 25%.

Nice To Haves

Associate or bachelor’s degree preferred.
Two or more years of hands-on server experience, including Supermicro, EMC, Dell, or HP, is a plus.
Experience working 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 in enterprise environments, both on-site and remotely.
Promote customer satisfaction through service excellence, including preventive maintenance and management of repair and parts cycle times.
Manage and resolve escalations quickly and professionally.
Provide second-line customer support to resellers and distributors.
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 and training materials.
Run tests and simulations at Supermicro facilities to assist with problem-solving.
Travel to customer sites to train personnel and resolve customer issues.
Train new service engineers.
Work under the Technical Account Manager’s 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 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 when applicable.
Travel as required, up to 25%.
Work flexible hours or shifts, including weekends and holidays if needed.