Technical Support Associate

Job Req ID: 22732

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 a stellar Technical Support Associate to support our Global Service network and help build a world class field engineering organization. This is a full time position within the Supermicro Global Service team in East Coast. It requires the ability to work flexible hours in a datacenter environment and SMC office (in NJ) resolving customer tickets. Candidate should be flexible to rotate shifts.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):
• Provide technical support over phone and/or web to customers on hardware and software issues
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
• Determines requirements and/or root cause of technical issues by working with customers
• Answers inquiries by clarifying desired information; researching, locating, and providing information
• Perform hands-on work on servers and computers/networking equipment
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests
• Ensure escalation situations are managed and corrected quickly and professionally
• Drive customer satisfaction through service excellence
• Work with other engineers, account managers and developers
• Provide and contribute information such as fault triage and training materials
• Attend and complete all required training and certification exams
• Learn to be proficient in service and repair of all systems (current, new, and updates)

• Travel is required (up to 25%)

Qualifications:

• Associate's degree preferred; Bachelor's degree in engineering is a plus
• Hands-on experience with servers (Supermicro, EMC, DELL, HP) is preferable
• Experience in talking with customers to defuse situations
• Background in web development is a big plus
• Can navigate Linux would be a plus
• Network experience such as setting up a home network with port forwarding
• Able to travel 15 days or more per year upon operational need

Salary Range

$65,000 - $90,000 

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.