Service Engineer

Support Revolution; Quincy (WA); On-site; USD 85,000 - 100,000; Full time

Job summary

Supermicro is seeking a Data Center Service Engineer who will perform fieldwork at customer sites to resolve server systems issues in an enterprise environment. This role is based in Quincy, WA and requires strong technical aptitude with server hardware, BIOS, drivers, and enterprise service knowledge.

Responsibilities include on-site/remote troubleshooting, preventive maintenance, and collaboration with service managers; travel up to 25% and potential weekend shifts as needed.

Qualifications

• Bachelor’s degree or equivalent work experience required.
• Minimum 2 years of field support for X86 systems preferred.
• On-site and remote troubleshooting experience.
• Strong communication and time-management skills.
• Proficient in English; Linux familiarity a plus.

Responsibilities

• On-site and remote troubleshooting of Supermicro equipment in enterprise environments.
• Lead preventive maintenance and manage repair/parts cycle times to satisfy customers.
• Provide second-line support to resellers and distributors.
• Collaborate with TAM, Service Manager, Product Manager to define service programs.
• Travel to customer sites to train and resolve issues.
• Train new service engineers and document fault triage.
• Produce meaningful reports and metrics.
• Manage time and prioritize service delivery, including weekends/holidays if needed.

Skills

On-site troubleshooting

Customer service

Enterprise support

Technical communication

English proficiency

Education

Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience

Associate degree in electrical technology or equivalent

Tools

Windows

Linux

BIOS debugging

Server diagnostics

Job description

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Location: Quincy, Washington, United States

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 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.

Job Summary:

Supermicro is seeking a Data Center Service Engineer who will be responsible for fieldwork at customer sites to resolve and repair server systems. The Service Engineer is a critical part of post-sales support and needs to demonstrate exceptional technical aptitude with server products, in addition to excellent interpersonal skills. It requires the ability to support our Global Service network and help build a world-class field engineering organization.

This position is based in Quincy, WA

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):

• On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
• Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times
• Ensure escalation situations are managed and corrected quickly and professionally
• Provide 2nd line support to the reseller/distributors in all aspects of customer support
• Have a very high level of enterprise solution product knowledge
• 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 the Technical Account Manager's direction and take ownership of the customer base
• Demonstrate the ability to be self-sufficient in the field
• Able to defuse challenging situations
• Manage time effectively; prioritize and make good business judgments and decisions in relation to efficiency and effectiveness while meeting daily service expectations
• Determines requirements and/or root cause of technical issues by working with customers
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Ability to produce meaningful reports and metrics is a plus
• Ability to work flexible hours and/or flexible shifts, including weekends and holidays if needed
• Travel is required (up to 25%)

Qualifications:

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience preferred
• Minimum of 2 years of experience in field support servicing complex X86 systems and parts preferred
• Will consider an associate degree in electrical technology, electronics, or equivalent military experience
• Work experience in large enterprises or certification in Windows and Linux environments is a plus
• Emphasize break/fix experience and on-site customer service experience
• Hands-on experience with servers (Supermicro, EMC, DELL, HP)
• Solid hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues
• Strong technical communication skills to lead investigations with engineers of multiple disciplines
• Strong written and verbal communication skills, project management skills, and solid time management skills
• Be able to participate in multiple cross-functional projects concurrently in a rapidly changing environment, within established timelines, and have a demonstrated ability to learn and embrace new and changing technologies
• Ability to work in a challenging, dynamic, and fast-paced environment with the ability to identify and elevate issues promptly, and be proactive in driving solutions
• Full professional proficiency in English (read/write/speak)
• Familiarity with Linux is a plus

Physical Requirements:

• Work is often performed indata centerenvironment,and physical dexterity is necessary to perform job functions
• Ability to lift50lbs.
• Able to utilize a "buddy system" for moving objects more than 50 lbs. (For applicable positions: Must be able to operate pallet jack and forklift efficiently and safely.)
• Comfortable working in an environment requiring exposure to noise
• Available to work weekends, as the schedule varies depending on site operational needs; flexibility is required

Salary Range

$85,000 - $100,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

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.