Global Escalation Engineer - Hardware & Systems Support

Super Micro Computer Spain, S.L.; San Jose (CA); On-site; USD 90,000 - 110,000; Full time

Job summary

Super Micro Computer is seeking a seasoned Service Engineer to support global customers by handling escalations from the service desk. The role requires extensive enterprise hardware and software knowledge, including x86 components, BMC/IPMI, Linux, VMware, and Windows Server.

You will work with product managers, engineers, and field teams to diagnose, document, and resolve complex issues, travel up to 25% as needed, and mentor junior engineers.

Qualifications

• Bachelor’s degree or equivalent technical work experience (5+ years) in electronics/compute fields.
• 2+ years engineering experience with GPU servers, storage and enterprise networks.

Responsibilities

• Support global customers and service teams; work swing/graveyard shifts; potential weekend work.
• Troubleshoot and isolate x86 component issues (CPU, memory, PSU, motherboard).
• Analyze debug logs related to OS, CPU, memory, motherboard, GPU, PCIe, AOC.
• Understand BMC functionality; use BMC tools for troubleshooting and diagnostics.
• Escalate issues to L3 when needed; provide root cause analysis and postmortem investigations.
• Create test plans, SOPs, and training materials; contribute to knowledge base.

Skills

IPMI/BMC

Linux

VMware

Windows Server

x86 architecture

Redfish

Networking knowledge

Storage systems

Communication skills

English fluent

Education

Bachelors in Electrical Eng / CS

Tools

IPMI Tools

BMC Tools

Server management tools

Job description

Super Micro Computer is seeking a seasoned Service Engineer to support global customers by handling escalations from the service desk. The role requires extensive enterprise hardware and software knowledge, including x86 components, BMC/IPMI, Linux, VMware, and Windows Server.

You will work with product managers, engineers, and field teams to diagnose, document, and resolve complex issues, travel up to 25% as needed, and mentor junior engineers.