Sr. Service Engineer

Job Req ID: 22556

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:

Support our Global Service network and help build a world class field engineering organization. Supermicro is seeking a talented and experienced Sr. Service Engineer to play a key role in providing our customers with high level customer service, support our global service network and help build a world class field engineering organization. This position requires the ability to work flexible hours including nights and weekends as required to respond to customer requests, diagnose problem, travel to customer site, repair and replace defective parts or system(s). As a Service Engineer, you provide the front line and escalation of technical issues, advice and support to customers in the operation and maintenance of complex Supermicro's products. You will also occasionally assist with installations, servicing and repairs of complex equipment at the same.

Essential Duties and Responsibilities:

• On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times
• Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times, and delivering and driving to meet SMCs Service Level Agreement (SLA)
• Ensure escalation situations are managed and corrected quickly and professionally
• Provide 2nd line support to the reseller/distributors in all aspects of customer support
• Experience with Enterprise solution product knowledge
• Work with Technical Account Manager, Service Manager, and Product Manager to define service programs
• Provide and contribute information such as fault triage and training materials
• Run tests and simulations at our facility to assist with problem-solving
• Travel to the field to train and or resolve customer issues
• Train new service engineers
• Able to work under Technical Account Manager direction and take ownership of customer base
• Demonstrate ability to be self-sufficient in the field by resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Able to defuse challenging situations
• Manage time effectively; prioritize and make good business judgments and decisions concerning efficiency, and effectiveness while meeting daily service expectations
• Determines requirements and/or root cause of technical issues by working with customers
• Manage the day to day tickets assigned on the SMC Service Portal 
• Experience with generating and presenting quality reports is a plus 
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
• Travel is required (up to 25%)
• Deployment and maintenance (with a focus on Servers and GPU Systems, Networking, Cable management, FW/Bios Configuration

Qualifications:

• Bachelor’s degree in Computer Science, Computer Engineering, and Electrical Engineering preferred
• Looking for experienced Service Engineers that have deployed and maintained  GPU  A100 / H100 Nvidia GPU Platform knowledge. (V100 experience acceptable)
• 5+ years of experience in servicing complex Servers, Networking, and Storage Hardware. Specifically, a very high level of enterprise solution product knowledge (Data Storage types, Server, L3 Switches, Routers, SAS, iSCSI, FW, BIOS)
• Hands-on experience with servers (Supermicro, EMC, DELL, HP)
• The successful candidate needs to have solid hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues
• The candidate needs to have solid hardware system diagnostics skills, as well as a good understanding of BIOS configuration, UEFI Shell, PXE, and DOS.  
• Full professional proficiency in English (read/write/speak)
• Familiarity Linux is a must, must be able to demonstrate and navigation basic usage with Linux . 
• Familiarity with BMC Tools (Such as SMC IPMICFG, SUM), or equivalent (iLO, iDrac)
• Familiarity with BMC Function a plus
• Can lift at least 50lbs 
• Must be a Saudi Citizen
• Can stand for long periods

Salary Range

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.