Sr. Service Engineer

Supermicro; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

Supermicro is seeking a Sr. Service Engineer to support our Global Service network. The role involves providing high-level customer service, troubleshooting technical issues, and contributing to a top-tier field engineering team. Candidates should possess a Bachelor's degree and extensive experience in servicing complex server systems, with a focus on customer satisfaction and technical expertise.

Qualifications

• 5+ years of experience servicing complex servers and networking hardware.
• Hands-on experience with Supermicro and other enterprise servers.
• Full professional proficiency in English.

Responsibilities

• Perform on-site and remote troubleshooting for Supermicro equipment.
• Drive customer satisfaction through service excellence.
• Manage escalation situations and provide second-line support.

Skills

Hardware diagnostics

Customer service

Technical troubleshooting

BIOS configuration

Linux navigation

Education

Bachelor's degree in Computer Science, Computer Engineering, or Electrical Engineering

Tools

BMC tools (SMC IPMICFG, SUM)

Supermicro servers

EMC systems

DELL servers

HP servers

Job description

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 global expansion offers numerous 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. We are seeking a talented and experienced Sr. Service Engineer to provide high-level customer service, support our global service network, and contribute to building a top-tier field engineering team. The role requires flexible hours, including nights and weekends, to respond to customer requests, diagnose problems, travel to customer sites, and perform repairs or replacements of defective parts or systems. As a Service Engineer, you will handle technical issues, advise and support customers in operating and maintaining complex Supermicro products, and occasionally assist with installations, servicing, and repairs of equipment.

Essential Duties and Responsibilities :

1. Perform on-site and remote troubleshooting to resolve complex technical problems on Supermicro equipment in enterprise environments.
2. Drive customer satisfaction through service excellence by leading preventive maintenance, managing repair and parts cycle times, and meeting Service Level Agreements (SLAs).
3. Manage escalation situations promptly and professionally.
4. Provide second-line support to resellers and distributors.
5. Collaborate with Technical Account Managers, Service Managers, and Product Managers to define service programs.
6. Contribute to fault triage, training materials, and run tests/simulations to assist with problem-solving.
7. Travel to the field to train personnel or resolve customer issues.
8. Train new service engineers.
9. Work under the direction of Technical Account Managers, taking ownership of customer issues.
10. Resolve problems independently by clarifying issues, researching solutions, and escalating unresolved problems.
11. Handle challenging situations effectively.
12. Manage time efficiently, prioritize tasks, and make sound business decisions.
13. Identify root causes of technical issues working directly with customers.
14. Manage daily tickets via the SMC Service Portal.
15. Generating and presenting quality reports is a plus.
16. Work flexible hours, including weekends and holidays as needed.
17. Travel up to 25% for deployment and maintenance of servers, GPU systems, networking, and related configurations.

Qualifications :

• Bachelor's degree in Computer Science, Computer Engineering, or Electrical Engineering preferred.
• Experience with deploying and maintaining GPU Nvidia A100 / H100 platforms (V100 acceptable).
• 5+ years of experience servicing complex servers, networking, and storage hardware, with strong enterprise product knowledge.
• Hands-on experience with servers from Supermicro, EMC, DELL, HP.
• Solid hardware diagnostics skills and understanding of BIOS, drivers, and system issues.
• Proficiency in BIOS configuration, UEFI Shell, PXE, and DOS.
• Full professional proficiency in English.
• Familiarity with Linux, capable of basic navigation and usage.
• Experience with BMC tools such as SMC IPMICFG, SUM, or equivalents like iLO or iDrac.
• Ability to lift at least 50 lbs and stand for long periods.
• Must be a Saudi citizen.

Salary Range :

Competitive, commensurate with experience.

EEO Statement :

Supermicro is an Equal Opportunity Employer, embracing diversity and providing equal opportunity to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, marital status, pregnancy, genetic information, or other protected statuses.