Technical Account Manager

Support Revolution; Chennai District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Supermicro, a leading provider of servers, storage, and networking solutions, is seeking an experienced engineering-focused professional in Chennai. The role involves direct customer support, coordinating with multiple internal teams, and driving service delivery for a major client.

The ideal candidate will have 5+ years in engineering/IT, a strong Linux/ x86 background, and excellent English communication. Willingness to travel up to 25% and lift up to 40 lbs is required.

Qualifications

• Bachelor's degree in engineering or technical field
• 5+ years of experience in engineering/IT industry
• Strong background working with x86 based line of products
• Fluent in English; excellent communication and interpersonal skills
• Familiarity with Linux and Virtualization is a plus

Responsibilities

• Support customers in collaboration with engineering, sales, RMA, production, and other teams
• Introduce service programs to customers and conduct operations reviews as needed
• Resolve issues escalated by help desk and field engineers and coordinate with engineering teams for resolution
• Monitor large accounts to prevent gaps in service cases and ensure timely follow-ups
• Create and organize technical support documentation for training help desk and field engineers
• Manage customer escalations and direct them appropriately
• Visit customers to understand requirements and present service solutions, often with sales support
• Plan and coordinate onsite integration activities
• Assist with lifting heavy products and follow buddy system for safety
• Travel up to 25% of the time

Skills

Communication skills

English fluency

Troubleshooting

Linux

Education

Bachelor's degree in engineering or technical field

Tools

Linux

Virtualization

Job description

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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.

Essential Duties and Responsibilities:

• Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations in supporting the customers
• Introduce service programs to the customers and periodically (or on demand) follow up with the customers for operations review, etc.
• Solve issues/challenges escalated by help desk and field engineers and if the issue requires further escalations work with various engineering teams and drive to the resolution
• Monitor the assigned accounts to make sure that service cases do not fall into gaps and are followed up timely. This position will manage primarily 1 very large customer, so significant experience is required
• Gather and compile technical support documentations for training help desk and field engineers
• Manage various escalations from the customers and direct them appropriately
• Visit customers to understand customer’s requirements and present service solutions (often accompanied by sales)
• Plan and coordinate onsite integration activities
• Ability to lift up to 40 lbs. and ability to utilize a "buddy system" for products weighing more than 50 lbs.
• Travel is required (up to 25%)

Qualifications:

• Bachelor's degree in engineering or other technical field
• 5+ years of experience in engineering/IT industry
• Strong background working with x86 based line of products
• Must be punctual and detail-oriented. Fluent in English
• Excellent communication (both oral and written) and interpersonal skills
• Excellent troubleshooting and problem solving skills
• Ability to work efficiently under pressure as many escalated issues tend to be urgent and unexpected
• Familiarity with Linux and Virtualization is a plus

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.