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Technical Support Associate

Date: Nov 20, 2020

Location: San Jose, California, United States

Company: Super Micro Computer

Job Req ID: 10637
About Supermicro:

<span style="font-family:"Calibri",sans-serif">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 job requires the ability to work flexible hours in a call center work environment to provide technical support over phone and/or web to customers on hardware and software issues and occasional travel to customer site. This position will be based in our headquarters located in San Jose, CA. Must speak Chinese or Japanese.

Essential Duties and Responsibilities:

The job responsibilities will include, but are not limited to:

  • Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome.
  • Identify, research, analyze, diagnose, resolve and close escalated technical problems in a quality and timely manner.
  • Provide comprehensive diagnostic, root cause and troubleshooting support and accurate problem resolution on hardware and software issues. 
  • Perform hands-on work on servers and computers/networking equipment
  • Plan and coordinate onsite integration activities by gathering necessary data and doing site surveys
  • Produce and provide periodical training to SMC vendors and partners on various service technologies and processes
  • Make recommendations for improvement of the workflow, and create customized service workflows for customers in different regions of different languages
  • Publish in secondary language official service programs documents, presentations
  • Work with internal designers and developers to implement serviceability designs and features to Supermicro products
  • Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
  • Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
  • Receive and manage various escalations from the customers at any given time of day (SMC has worldwide customers)
  • Excellent communication and problem solving skill
  • Full professional proficiency in English and Chinese or Japanese. Must speak and write either Chinese or Japanese
  • Familiar with latest technologies in PC industry
  • 2 years associate degree in computer industry, technical field supporting customers preferred
  • Ability to work evenings and some weekends a plus
  • Type 40 WPM or faster (hard requirement)
  • Travel 15 days out of calendar year
Physical Requirements:

<span style="font-family:"Calibri",sans-serif">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:

• Standing, walking, sitting, talking/listening, crouching or crawling, reaching with hands and arms
• Lift, carry, push and pull in excess of 25 pounds
• Occasionally required to stoop, kneel, climb and balance

Work Environment:

<span style="font-family:"Calibri",sans-serif">The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:

• Office, lab or warehouse environment setting shared with other staff members.
• Wet humid conditions, extreme heat or cold (weather), outdoor weather conditions.

EEO Statement

<span style="font-family:"Calibri",sans-serif">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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