Sr. Technical Support Engineer

Job Req ID: 26909

Essential Duties and Responsibilities:

This role will be based in the headquarters located in Bade, Taoyuan, Taiwan.

Duties and Responsibilities:

- Serve as first point of contact and address to customer’s inquiries and questions regarding to Supermicro products, solutions, and services

- 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

- Provide technical support over the phone/or web to customers on hardware and software issues

- Drive customer satisfaction through service excellence

- Ability to work flexible hours

Qualifications:

- Bachelor's degree in engineering discipline

- For senior position with 5 years above 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 in English/ Chinese

- Strong analyzing and troubleshooting skills

- Prior repair and support experience in hardware industry is a plus

- Ability to resolve complex issues with high level of ambiguity