Sr. Service Engineer

Job Req ID: 29208

About Supermicro:

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.
 

Job Summary:

This is a full-time position on the Supermicro Global Service Team based in Chicago, IL. Supermicro is seeking a highly skilled Senior Service Engineer responsible for performing on-site fieldwork at customer locations to diagnose and repair complex server systems. 

As a key member of our post-sales support organization, the Senior Service Engineer will deliver exceptional technical expertise on Supermicro server products while demonstrating strong interpersonal and customer-facing skills. This role plays a critical part in supporting our global service network and contributing to the development of a world-class field engineering organization. 

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned): 
• Perform on-site and remote troubleshooting and resolution of complex technical problems on Supermicro equipment in enterprise environments
• Drive customer satisfaction by leading preventive maintenance activities and effectively managing repair and parts cycle times
• Manage escalation situations promptly and professionally to ensure rapid resolution
• Maintain expert-level knowledge of enterprise solutions and Supermicro products
• Collaborate with Technical Account Managers, Service Managers, and Product Managers to define and improve service programs
• Develop and contribute technical documentation, fault triage processes, and training materials
• Conduct tests and simulations at our facility to support problem-solving and root cause analysis
• Travel to customer locations to deliver training and resolve complex technical system issues
• Train and mentor new Service Engineers
• Work independently with a high degree of self-sufficiency while taking ownership of assigned customer accounts under the direction of the Technical Account Manager
• Defuse challenging customer situations with professionalism and composure
• Manage time effectively, prioritize tasks, and make sound business decisions to meet daily service expectations
• Determine technical requirements and root causes by working closely with customers
• Resolve customer issues by clarifying problems, researching solutions, implementing fixes, and escalating when necessary
• Produce meaningful service reports and performance metrics (preferred)
• Maintain flexibility to work non-standard hours, shifts, weekends, or holidays as needed 
• Travel up to 25% as required to support customer needs

Qualifications:

• Bachelor’s degree in Computer Science, Computer Engineering, or Electrical Engineering preferred. 
• 8+ years of hands-on experience servicing complex x86-based server systems and components. 
• Associate’s degree in Electrical Technology, Electronics, or equivalent military experience will be considered in lieu of a Bachelor’s degree
• Experience working in large enterprise environments, along with certifications in Windows and/or Linux, is a plus
• Strong break/fix and on-site customer service experience is highly emphasized
• Hands-on experience with enterprise servers from Supermicro, Dell, and HPE
• Solid hardware diagnostics skills with a strong understanding of how BIOS, drivers, and application loads impact system behavior
• Excellent technical communication skills with the ability to lead investigations involving multiple engineering disciplines
• Strong written and verbal communication skills, along with solid project management and time management abilities
• Proven ability to manage multiple cross-functional projects concurrently in a fast-paced, dynamic environment while meeting established timelines
• Demonstrated capability to quickly learn and adapt to new and evolving technologies
• Excellent ability to create actionable plans and follow through on commitments
• Solution-oriented team player with the ability to thrive in challenging, high-pressure environments and proactively drive issues to resolution
• Full professional proficiency in English (read, write, and speak)
• Must be punctual, highly detail-oriented, and able to perform effectively under pressure

Salary Range

$100,000 - $130,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

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.