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Technical Support Engineer

Date: May 10, 2021

Location: San Jose, California, United States

Company: Super Micro Computer

Job Req ID: 12177

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:


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

• Primarily work in a call-center type of work environment

• Provide technical support over the phone/or web to customers on hardware and software issues

• Ability to work flexible hours/or flexible shifts (typically 6am-3pm, 3pm-11pm, including Night shift)

• Determines requirements and/root cause of technical issues by working with customers

• Answers inquiries by clarifying issues; researching, locating, and providing information

• Fulfills requests by clarifying desired information; researching; locating and providing information

• Promote additional services by recognizing opportunities to up-sell accounts; explaining new features

• Maintains call center database by entering information

• Keeps equipment operational by following established procedures; reporting malfunctions

• Updates job knowledge by participating in educational opportunities

• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

• Troubleshoot and resolve complex technical problems on Supermicro equipment in an enterprise environment

• Ensure escalation situations are managed and corrected quickly and professionally

• Drive customer satisfaction through service excellence

• Work with Service Engineer, Technical Account Manager, Service Manager, and Product Manager in defining service kits and all service tools

• Ensure customer calls are properly logged for continuous improvement

• 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)

• Be able to work under Technical Account Manager direction

• Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency and efficiency, while meeting daily service expectations

Qualifications:


• Bachelor's degree in EE or CE preferred, Associate's degree in engineering or equivalent military experience will be considered, with 3 years of experience in field engineering, servicing complex x86 systems and components

• Strong hardware knowledge of x86 server platforms

• Ability to provide high level customer service skill

• Strong communication skill in verbal and written

• Work experience in a large enterprise or certification in Windows and Linux environment is a plus

• Full professional proficiency in English. Bilingual in Mandarin and/or Japanese is a plus but not required

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.


Job Segment: Technical Support, Engineer, Embedded, Cloud, Linux, Technology, Engineering