Sr. Service Engineer

Overview Sr. Service Engineer

at

Supermicro

is responsible for supporting our Global Service network and helping to build a world-class field engineering organization. Supermicro is seeking a talented and experienced Sr. Service Engineer to provide high-level customer service and to support our global service network. This role requires the ability to work flexible hours, including nights and weekends as required to respond to customer requests, diagnose problems, travel to customer sites, and repair or replace defective parts or systems. As a Service Engineer, you will provide frontline and escalation support for technical issues, offering advice and support to customers in the operation and maintenance of complex Supermicro products. You may also assist with installations, servicing, and repairs of complex equipment as needed.

Responsibilities

On-site and remote troubleshooting and resolution of complex technical problems on Supermicro equipment in an enterprise environment.

Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair / parts cycle times, and meeting Service Level Agreements (SLA).

Ensure escalation situations are managed and corrected quickly and professionally.

Provide second-line support to resellers / distributors in all aspects of customer support.

Apply enterprise solution product knowledge to service programs and engagements.

Work with Technical Account Manager, Service Manager, and Product Manager to define service programs.

Provide and contribute information such as fault triage and training materials.

Run tests and simulations at our facility to assist with problem-solving.

Travel to the field to train and / or resolve customer issues.

Train new service engineers.

Work under Technical Account Manager direction and take ownership of the customer base.

Defuse challenging situations and manage time effectively, prioritizing work to meet daily service expectations.

Determine requirements and / or root causes of technical issues by working with customers.

Manage day-to-day tickets assigned on the SMC Service Portal.

Experience with generating and presenting quality reports is a plus.

Ability to work flexible hours and shifts, including weekends and holidays if needed.

Travel up to 25% is required.

Deployment and maintenance focusing on servers and GPU systems, networking, cable management, firmware and BIOS configuration.

Qualifications

Bachelor’s degree in Computer Science, Computer Engineering, or Electrical Engineering preferred.

Experience deploying and maintaining GPU Nvidia A100 / H100 platforms (V100 experience acceptable).

5+ years of experience servicing complex servers, networking, and storage hardware; strong enterprise solution product knowledge (data storage types, servers, L3 switches, routers, SAS, iSCSI, firewall, BIOS).

Hands-on experience with servers (Supermicro, EMC, Dell, HP).

Solid hardware diagnostics skills with understanding of how BIOS, drivers, and application loads can cause system issues.

Solid understanding of BIOS configuration, UEFI Shell, PXE, and DOS.

Full professional proficiency in English (read / write / speak).

Familiarity with Linux; able to demonstrate basic navigation.

Familiarity with BMC tools (such as SMC IPMICFG, SUM) or equivalents (iLO, iDRAC).

Familiarity with BMC function is a plus.

Ability to lift at least 50 lbs.

Saudi citizen required.

Ability to stand for long periods.

Travel readiness and flexibility as needed.

EEO Statement Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Engineering and Information Technology

Industries

Computer Hardware Manufacturing

Appliances

Electrical and Electronics Manufacturing

Computers and Electronics Manufacturing

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