Service Engineer

Supermicro; Paris; Sur place; EUR 42 000 - 60 000; Plein temps

Résumé du poste

Supermicro is seeking a Service Engineer to handle complex, non standard service cases, collaborate closely with product managers, and produce detailed SOPs and knowledge base documentation.

Responsibilities include on-site and remote troubleshooting of Supermicro equipment in enterprise environments, providing 2nd line support, defining service programs with the TAM/PM, traveling to field sites to train and resolve issues, and contributing fault triage data and training materials.

Qualifications

• On-site and remote troubleshooting of Supermicro equipment in enterprise environments.
• Provide 2nd line support to resellers/distributors.
• Travel to field sites to train and/or resolve issues.
• Must be able to lift/install server hardware.

Responsabilités

• Handle complex service cases and collaborate with product managers.
• Produce detailed SOPs and knowledge base documentation.
• Run tests and simulations to aid problem solving.
• Manage day-to-day tickets on the SMC Service Portal.
• Contribute fault triage data and training materials.

Connaissances

Problem solving

English proficiency

Driving license

Customer service

Description du poste

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 amongst the fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer many new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us to drive accelerated growth and technology-led innovation in the global marketplace.

Job Req ID: 29520

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 amongst the fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer many new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us to drive accelerated growth and technology-led innovation in the global marketplace.

Job Summary

Supermicro is seeking a Service Engineer to handle complex, non standard service cases, collaborate closely with product managers, and produce detailed SOPs and knowledge base documentation.

Qualifications

• On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
• Ensure escalation situations are managed and corrected quickly and professionally
• Provide 2nd line support to the reseller/distributors in all aspects of customer support
• 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
• Deployment and maintenance with a focus on Servers and GPU Systems, Networking, Cable management, FW/Bios Configuration

What do we have to offer you?

• Good problem solving skills.
• Able to work at customer location.
• Experience required in similar role.
• English skill needs to be business level or above.
• Driving license.
• Able to work physically (installing servers and replacing parts may require you to physically lift items).

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.