Technical Support Engineer
About The Position
Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us. Supermicro is looking for a stellar engineer to join our command center team. In this role, you will serve as the first point of contact, utilize your technical knowledge and help address to queries via phone, e-mail, web portal on our products, solutions, and services. You will also partner with cross-functional engineering teams to understand the latest technology, and translate the technical specifications to common language for the clients. This role will be based in the headquarters located in San Jose, CA
Requirements
- Bachelor’s degree in engineering discipline, with 2+ years of hands-on experience in hardware or solution industry
- Strong customer focus mindset
- Solid interpersonal skill in verbal and written, ability to communicate effectively with both external and internal stakeholders efficiently
- Strong analyzing and troubleshooting skills
Nice To Haves
- Prior repair and support experience in hardware industry is a plus
- Ability to resolve complex issues with high level of ambiguity
Responsibilities
- Serve as first point of contact and address to customer’s inquiries and questions regarding to Supermicro products, solutions, and services
- Assist internal users and customers in configuring products and making recommendations.
- Act as pre and post sales liaison between field and cross-functional product management teams
- Identify, document, and resolve customer issues; escalate critical customer’s questions and issues to the correspondent team and management
- Assisting clients to perform basic troubleshooting via phone, e-mail, or web portal
- Provide inputs to designing team on customer’s feedback on new products improvement
- Drive customer satisfaction through service excellence
- Ability to work flexible hours (Bi-weekly shift rotations: 6:00 AM–3:00 PM and 9:00 AM–6:00 PM.)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
