Field Service Engineer — Data Center Servers & GPUs

Support Revolution; Greater London; On-site; GBP 35,000 - 55,000; Full time

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.

The role requires on-site and remote troubleshooting, quick escalation handling, and 2nd line support for resellers. You will train new engineers, contribute to service programs, and travel to field locations as needed.

Qualifications

• On-site and remote troubleshooting of complex 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

Responsibilities

• Troubleshoot and resolve complex technical problems on Supermicro equipment
• Manage escalations quickly and professionally
• Provide 2nd line support to resellers/distributors
• Collaborate to define service programs and train teammates
• Travel to customer sites to train or resolve issues
• Generate reports and maintain knowledge resources

Skills

Troubleshooting

Escalation management

2nd line support

Field training

SOP documentation

Job description

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.

The role requires on-site and remote troubleshooting, quick escalation handling, and 2nd line support for resellers. You will train new engineers, contribute to service programs, and travel to field locations as needed.