Sr. Solutions Engineer

Supermicro•San Jose, CA

About The Position

A Sr. Solutions Engineer provides solutions-based thought leadership at Supermicro, bridging networking, data center, cloud, and IT infrastructure into compelling solutions and services. The role supports enterprise, cloud, AI, Metaverse, and 5G Telco/Edge IT customers with mission-critical needs, helping protect customer investments and maintain maximum uptime through service solutions and delivery. The position leads services solutions across North America and global Direct, Partner, and OEM programs; supports high-value opportunities and RFP responses; and works with sales, cross-functional teams, and service partners to deliver enterprise data center hardware and rack integration solutions. It also develops service engineering practices, processes, diagnostic tools, training, KPIs, and improvement actions, and helps ensure mission-critical service delivery meets customer commitments and Service Level Agreements. The role requires hands-on problem solving across Supermicro data center AI technology and travel for customer and partner engagements.

Requirements

Degree in Computer Science, Engineering, or Technology, or equivalent experience.
At least 8 years of experience in the IT infrastructure industry, working with partners and sales to meet Direct and OEM customer needs.
Hands-on experience with enterprise IT infrastructure platforms and services, including Linux, Windows OS, servers, networks, storage, applications, and data center operations.
Strong interpersonal, project management, collaboration, and communication skills, including the ability to work across organizational levels and with external partners to deliver results.
Ability to apply project management skills to achieve key milestones and execute deliverables.
Strong listening, verbal, and documentation skills.
Customer-focused mindset and commitment to product and service quality.
Ability to travel for partner and customer engagements.
English proficiency required.

Nice To Haves

Knowledge of languages other than English.

Responsibilities

Lead services solutions for North America and global Direct, Partner, and OEM programs.
Engage with Direct, Partner, and OEM customers and manage structured programs to build successful, lasting relationships.
Develop services solutions and respond to special and high-value opportunity RFPs, working with sales and cross-functional teams on projects.
Work with service partners to deliver turnkey enterprise data center hardware and rack integration solutions and services.
Prepare and deliver training on global services solutions and onsite installations to internal sales teams, customers, and business partners.
Work with cross-functional teams and business partners on customer-facing data center and integrated services solutions for customer RFPs.
Build knowledge of customers’ business operations and decision-makers to provide effective IT solutions.
Identify opportunities or gaps and provide feedback to improve products, services, and rack integration solutions.
Develop the services solutions engineering practice, including processes, diagnostic tools, and training for the enterprise mission-critical service delivery team.
Help ensure the mission-critical service delivery team consistently meets customer commitments and Service Level Agreements.
Define KPIs, track performance, and provide improvement actions.
Resolve complex issues, develop troubleshooting practices, and define processes for successful customer case outcomes.
Execute onsite enterprise mission-critical SLA performance, including response, troubleshooting, root-cause identification, and restoration metrics, as well as customer satisfaction KPIs.
Provide engineering expertise and hands-on problem solving across Supermicro data center AI technology.
Travel for customer and partner engagements.