Sr. Service Engineer

Super Micro Computer•Chicago, IL

43d•$100,000 - $130,000•Onsite

About The Position

This is a full-time position on the Supermicro Global Service Team based in Chicago, IL. Supermicro is seeking a highly skilled Senior Service Engineer responsible for performing on-site fieldwork at customer locations to diagnose and repair complex server systems. As a key member of our post-sales support organization, the Senior Service Engineer will deliver exceptional technical expertise on Supermicro server products while demonstrating strong interpersonal and customer-facing skills. This role plays a critical part in supporting our global service network and contributing to the development of a world-class field engineering organization.

Requirements

8+ years of hands-on experience servicing complex x86-based server systems and components.
Strong break/fix and on-site customer service experience is highly emphasized
Hands-on experience with enterprise servers from Supermicro, Dell, and HPE
Solid hardware diagnostics skills with a strong understanding of how BIOS, drivers, and application loads impact system behavior
Excellent technical communication skills with the ability to lead investigations involving multiple engineering disciplines
Strong written and verbal communication skills, along with solid project management and time management abilities
Proven ability to manage multiple cross-functional projects concurrently in a fast-paced, dynamic environment while meeting established timelines
Demonstrated capability to quickly learn and adapt to new and evolving technologies
Excellent ability to create actionable plans and follow through on commitments
Solution-oriented team player with the ability to thrive in challenging, high-pressure environments and proactively drive issues to resolution
Full professional proficiency in English (read, write, and speak)
Must be punctual, highly detail-oriented, and able to perform effectively under pressure

Nice To Haves

Experience working in large enterprise environments, along with certifications in Windows and/or Linux, is a plus

Responsibilities

Perform on-site and remote troubleshooting and resolution of complex technical problems on Supermicro equipment in enterprise environments
Drive customer satisfaction by leading preventive maintenance activities and effectively managing repair and parts cycle times
Manage escalation situations promptly and professionally to ensure rapid resolution
Maintain expert-level knowledge of enterprise solutions and Supermicro products
Collaborate with Technical Account Managers, Service Managers, and Product Managers to define and improve service programs
Develop and contribute technical documentation, fault triage processes, and training materials
Conduct tests and simulations at our facility to support problem-solving and root cause analysis
Travel to customer locations to deliver training and resolve complex technical system issues
Train and mentor new Service Engineers
Work independently with a high degree of self-sufficiency while taking ownership of assigned customer accounts under the direction of the Technical Account Manager
Defuse challenging customer situations with professionalism and composure
Manage time effectively, prioritize tasks, and make sound business decisions to meet daily service expectations
Determine technical requirements and root causes by working closely with customers
Resolve customer issues by clarifying problems, researching solutions, implementing fixes, and escalating when necessary
Produce meaningful service reports and performance metrics (preferred)
Maintain flexibility to work non-standard hours, shifts, weekends, or holidays as needed
Travel up to 25% as required to support customer needs