Technical Support Associate

Super Micro Computer, Inc.•San Jose, CA

46d•$68,640 - $90,000•Onsite

About The Position

Supermicro is seeking a Technical Support Associate to join our Services and Support organization at our San Jose, CA headquarters. This on-site role involves daily and timely communication and interaction with customers via phone, email, and our ticket tracking system, verifying service entitlements, providing technical assistance, processing shipment of replacement parts, RMAs, and dispatching Service Engineers to provide on-site support. You will play a critical role in supporting high-visibility and premier accounts, including customers under government contracts. Success in this role requires strong technical acumen, troubleshooting skills, communication skills, attention to detail, and the ability to follow Standard Operating Procedures (SOPs) while meeting both standard and customized Service Level Agreements (SLAs). You'll work closely with a range of internal and external teams to ensure fast and accurate and timely issue resolution.

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related technical field (required)
1+ years of experience in technical support, IT service coordination, or customer support engineering
Strong attention to detail and ability to follow documented procedures accurately
Experienced with high end computing, server, or data center hardware
Excellent time management, prioritization, and multitasking abilities
Proficiency with ticketing systems (Salesforce, ServiceNow, Jira, Kayako)
Excellent listening, verbal, and written communication skills.
Strong technical aptitude, experienced with analyzing logs and utilizing a multitude of different tools and portals
Understanding of break-fix fundamentals, strong remote troubleshooting, and system diagnostic skills
Comfortable working in a fast-paced, mission critical, customer centric, SLA-driven environment
Strong work ethic along with a proven history of providing an exceptional customer experience
U.S. citizenship required (due to government contract support requirements).

Nice To Haves

Computer Hardware Technician Certifications such as CompTIA A+, CompTIA ITF+ and CompTIA Server+ is a plus
Familiarity with coordinating RMAs, part shipments, and field service dispatching is a plus
Hands-on experience with servers (Supermicro, DELL, HP) is a plus
Familiarity with Linux is a plus

Responsibilities

Act as the first point of contact for technical support inquiries through phone, email, and ticket tracking system.
Engage in daily and timely communication with customers to gather issue details, provide updates, and set expectations.
Perform entitlement verification to confirm warranty or service contract eligibility.
Conduct initial troubleshooting of server hardware and system configuration issues.
Open, manage, and update support cases with accurate and detailed documentation.
Own each support ticket from creation to closure, ensuring full resolution and customer satisfaction.
Coordinate the shipment of replacement parts and onsite technician dispatches, ensuring accurate scheduling and follow-through.
Determines requirements and/or root cause of technical issues.
Manage Return Material Authorizations (RMAs) for defective or replaced hardware.
Track and communicate the status of parts, RMAs, and field services to customers and stakeholders.
Adhere to Standard Operating Procedures (SOPs) and meet both standard and customized SLA requirements.
Support high-profile and government customers, ensuring elevated levels of service responsiveness.
Contribute to service documentation, case studies, and ongoing process improvements.
Collaborate with cross-functional teams including technical account managers, escalation teams for advanced troubleshooting, field engineers for on-site service and support, education & learning for internal tools and knowledge base resources, authorized service providers (ASPs) for third-party service delivery and regional support coordination, product management for issue feedback and resolution, and logistics for part tracking and shipment planning.