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Manager, Command Center

Date: Jan 15, 2022

Location: San Jose, California, United States

Company: Super Micro Computer

Job Req ID: 16337

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 well-rounded Manager to lead and oversee the command center function.  In this role, you will be responsible managing a team to address clients’ questions and inquiries via online portal, perform supervisory role and ensure customer’s requests are well-addressed by the team in timely.  Additionally, you will also be required to partner with product management team on the technical training, ensure the customer-facing team are equipped to answer both technical and none technical questions regarding product, solution, and services.

This role will be based in the headquarters located in San Jose, CA.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):

  • Supervise and motivate a customer-facing team, have sense of urgency and address to customer’s question and inquiry in timely manner
  • Collaborate with system product team on technical training on product, solution, and service
  • Gather feedback from the clients and report to internal and corporate leaders on regular basis
  • Responsible for recruiting, mentoring, and leading the team
  • Design process, system, and tool to allow the team to function efficiently and effectively
  • Recruit, train, and lead the team to achieve operation excellence


  • Bachelor’s degree, preferably in engineering discipline
  • Minimum 8 years of experience in customer-facing role, with 3 years of experience in supervisory position
  • Prior experience in hardware/solution industry is a plus
  • Solid interpersonal skills, ability to communicate effectively in verbal and written
  • Serve as the escalation point to resolve complex issues with high level of ambiguity, address and resolve customer’s escalation in timely manner

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Able to sit for long periods of time.

• Able to input data into a computer and work with a computer screen for long periods of time.

• Occasional bending and standing.

• Standing, walking, sitting, talking/listening, crouching or crawling, reaching with hands and arms.

• Lift, carry, push and pull up to 15 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:

• Primarily works indoors in an office setting with controlled climate conditions

• May be susceptible to outdoor weather conditions (i.e., cold, heat, rain, and/or wind)

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.

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