Technical Support Associate

Job Req ID: 27587

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 seeking a Technical Support Associate to join our Services and Support organization at our San Jose, CA headquarters.  This on-site role involves daily and timely communication and interaction with customers via phone, email, and our ticket tracking system, verifying service entitlements, providing technical assistance, processing shipment of replacement parts, RMAs, and dispatching Service Engineers to provide on-site support.  You will play a critical role in supporting high-visibility and premier accounts, including customers under government contracts.  Success in this role requires strong technical acumen, troubleshooting skills, communication skills, attention to detail, and the ability to follow Standard Operating Procedures (SOPs) while meeting both standard and customized Service Level Agreements (SLAs).  You’ll work closely with a range of internal and external teams to ensure fast and accurate and timely issue resolution.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):
• Act as the first point of contact for technical support inquiries through phone, email, and ticket tracking system.
• Engage in daily and timely communication with customers to gather issue details, provide updates, and set expectations.
• Perform entitlement verification to confirm warranty or service contract eligibility.
• Conduct initial troubleshooting of server hardware and system configuration issues.
• Open, manage, and update support cases with accurate and detailed documentation.
• Own each support ticket from creation to closure, ensuring full resolution and customer satisfaction. 
• Coordinate the shipment of replacement parts and onsite technician dispatches, ensuring accurate scheduling and follow-through.
• Determines requirements and/or root cause of technical issues.
• Manage Return Material Authorizations (RMAs) for defective or replaced hardware.
• Track and communicate the status of parts, RMAs, and field services to customers and stakeholders.
• Adhere to Standard Operating Procedures (SOPs) and meet both standard and customized SLA requirements.
• Support high-profile and government customers, ensuring elevated levels of service responsiveness.
• Contribute to service documentation, case studies, and ongoing process improvements.
• Collaborate with cross-functional teams including technical account managers, escalation teams for advanced troubleshooting, field engineers for on-site service and support, education & learning for internal tools and knowledge base resources, authorized service providers (ASPs) for third-party service delivery and regional support coordination, product management for issue feedback and resolution, and logistics for part tracking and shipment planning.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related technical field (required)
• 1+ years of experience in technical support, IT service coordination, or customer support engineering
• Strong attention to detail and ability to follow documented procedures accurately
• Experienced with high end computing, server, or data center hardware
• Excellent time management, prioritization, and multitasking abilities
• Proficiency with ticketing systems (Salesforce, ServiceNow, Jira, Kayako)
• Excellent listening, verbal, and written communication skills.
• Strong technical aptitude, experienced with analyzing logs and utilizing a multitude of different tools and portals
• Understanding of break-fix fundamentals, strong remote troubleshooting, and system diagnostic skills
• Comfortable working in a fast-paced, mission critical, customer centric, SLA-driven environment
• Strong work ethic along with a proven history of providing an exceptional customer experience
• Computer Hardware Technician Certifications such as CompTIA A+, CompTIA ITF+ and CompTIA Server+ is a plus
• Familiarity with coordinating RMAs, part shipments, and field service dispatching is a plus
• Hands-on experience with servers (Supermicro, DELL, HP) is a plus
• Familiarity with Linux is a plus
• U.S. citizenship required (due to government contract support requirements).

Please note that this position requires regular in-office attendance. The successful candidate is expected to be present in the office during standard working hours as determined by the company. In-office collaboration and participation in team meetings, training sessions, and other on-site activities are essential aspects of this role. Candidates should consider the commuting distance and be prepared to fulfill their responsibilities in the designated office location.

Salary Range

$68,640 - $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.