Software Technical Support Engineer

Job Req ID: 24436

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:

Supermicro is looking for talented Technical Support Engineer to support Supermicro Global Service network and help build a world class service organization. The candidate will be responsible for diagnosing, troubleshooting, and debugging issues of SMC products, resolve any customers issues and/or concerns in a timely manner and minimize escalation to the next level. This position requires the ability to work flexible hours, including nights and weekends as required to work in a call center environment to provide technical support over the phone and/or web to customers on hardware and software issues.

Essential Duties and Responsibilities:

- Perform Software product testing, documenting.

- Serve as the second tier of software product technical support consultant

- Identify, document, and resolve customer issues; escalate critical customer’s questions and issues to the correspondent team and management

- Act as pre and post sales liaison between field and cross-functional product management teams

- Provide inputs to designing team on customer’s feedback on new products improvement

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

- Drive customer satisfaction through service excellence

Qualifications:

Technical degree (BS in CS or EE or equivalent).

3+ years working experience in software product testing or system operation.

Working experience with Kubernetes or similar Cloud environment is required. 

Familiar operating on Linux system; Ability to diagnose & troubleshoot system level issues.

Can solve technical problems independently.

Familiar with TCP/IP Layer 2, Layer 3, IPv6, Data Center Bridge is a plus

Certificates, Licenses, Registrations:CCNA, LPI/RHCE are considered a plus.

Experience of virtualization systems and/or Kubernetes is a plus.