Sr. Service Engineer

Super Micro Computer Spain, S.L.; Chicago (IL); On-site; USD 100,000 - 130,000; Full time

Job summary

Supermicro is seeking a Senior Service Engineer based in Chicago, IL to perform on‑site fieldwork at customer locations, diagnose and repair complex server systems, and support a global service network. Travel up to 25% and strong interpersonal, customer‑facing skills are essential.

The role requires 8+ years’ hands‑on experience servicing x86 servers, exceptional technical communication, and the ability to lead investigations across engineering disciplines. English proficiency is mandatory.

Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, or Electrical Engineering or equivalent.
• 8+ years of hands‑on experience servicing complex x86‑based server systems.
• Experience in large enterprise environments, plus certifications in Windows and/or Linux.
• Strong break/fix and on‑site customer service experience.
• Hands‑on experience with enterprise servers from Supermicro, Dell, and HPE.
• Solid hardware diagnostics skills and understanding of BIOS, drivers, and application loads on system behavior.
• Excellent technical communication skills for leading investigations involving multiple engineering disciplines.
• Strong written and verbal communication skills, and solid project management and time management abilities.
• Proven ability to manage multiple cross‑functional projects concurrently in a fast‑paced, dynamic environment.
• Demonstrated capability to quickly learn and adapt to new and evolving technologies.
• Excellent ability to create actionable plans and follow through on commitments.
• Solution‑oriented team player who thrives under pressure.
• Full professional proficiency in English (read, write, and speak).
• Must be punctual, detail‑oriented, and able to perform under pressure.

Responsibilities

• Perform on‑site and remote troubleshooting and resolution of complex technical problems on Supermicro equipment in enterprise environments.
• Drive customer satisfaction by leading preventive maintenance activities and managing repair and parts cycle times.
• Manage escalation situations promptly and professionally to ensure rapid resolution.
• Maintain expert‑level knowledge of enterprise solutions and Supermicro products.
• Collaborate with Technical Account Managers, Service Managers, and Product Managers to define and improve service programs.
• Develop and contribute technical documentation, fault triage processes, and training materials.
• Conduct tests and simulations at the Supermicro facility to support problem‑solving and root cause analysis.
• Travel to customer locations to deliver training and resolve complex technical system issues.
• Train and mentor new Service Engineers.
• Work independently with a high degree of self‑sufficiency while taking ownership of assigned customer accounts under direction of the Technical Account Manager.
• Defuse challenging customer situations with professionalism and composure.
• Manage time effectively, prioritize tasks, and make sound business decisions to meet daily service expectations.
• Determine technical requirements and root causes by working closely with customers.
• Resolve customer issues by clarifying problems, researching solutions, implementing fixes, and escalating when necessary.
• Produce meaningful service reports and performance metrics (preferred).
• Maintain flexibility to work non‑standard hours, shifts, weekends, or holidays as needed.
• Travel up to 25% as required to support customer needs.

Skills

On-site troubleshooting

Customer service

Technical communication

Time management

Education

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

Associate’s degree in Electrical Technology, Electronics, or equivalent military experience

Tools

Windows certification

Linux certification

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 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

This is a full‑time position on the Supermicro Global Service Team based in Chicago, IL. The Senior Service Engineer will perform on‑site fieldwork at customer locations to diagnose and repair complex server systems, deliver exceptional technical expertise on Supermicro server products, and support the global service network. The role involves travel up to 25% and requires strong interpersonal and customer‑facing skills.

Responsibilities

• Perform on‑site and remote troubleshooting and resolution of complex technical problems on Supermicro equipment in enterprise environments
• Drive customer satisfaction by leading preventive maintenance activities and effectively managing repair and parts cycle times
• Manage escalation situations promptly and professionally to ensure rapid resolution
• Maintain expert‑level knowledge of enterprise solutions and Supermicro products
• Collaborate with Technical Account Managers, Service Managers, and Product Managers to define and improve service programs
• Develop and contribute technical documentation, fault triage processes, and training materials
• Conduct tests and simulations at the Supermicro facility to support problem‑solving and root cause analysis
• Travel to customer locations to deliver training and resolve complex technical system issues
• Train and mentor new Service Engineers
• Work independently with a high degree of self‑sufficiency while taking ownership of assigned customer accounts under direction of the Technical Account Manager
• Defuse challenging customer situations with professionalism and composure
• Manage time effectively, prioritize tasks, and make sound business decisions to meet daily service expectations
• Determine technical requirements and root causes by working closely with customers
• Resolve customer issues by clarifying problems, researching solutions, implementing fixes, and escalating when necessary
• Produce meaningful service reports and performance metrics (preferred)
• Maintain flexibility to work non‑standard hours, shifts, weekends, or holidays as needed
• Travel up to 25% as required to support customer needs

Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, or Electrical Engineering (preferred). Associate’s degree in Electrical Technology, Electronics, or equivalent military experience may be considered.
• 8+ years of hands‑on experience servicing complex x86‑based server systems and components.
• Experience in large enterprise environments, plus certifications in Windows and/or Linux (plus).
• Strong break/fix and on‑site customer service experience.
• Hands‑on experience with enterprise servers from Supermicro, Dell, and HPE.
• Solid hardware diagnostics skills and understanding of BIOS, drivers, and application loads on system behavior.
• Excellent technical communication skills for leading investigations involving multiple engineering disciplines.
• Strong written and verbal communication skills, and solid project management and time management abilities.
• Proven ability to manage multiple cross‑functional projects concurrently in a fast‑paced, dynamic environment while meeting established timelines.
• Demonstrated capability to quickly learn and adapt to new and evolving technologies.
• Excellent ability to create actionable plans and follow through on commitments.
• Solution‑oriented team player who thrives in challenging, high‑pressure environments and proactively drives issues to resolution.
• Full professional proficiency in English (read, write, and speak).
• Must be punctual, highly detail‑oriented, and able to perform effectively under pressure.

Salary

US$100,000 – $130,000 annually, commensurate with location, level, and experience. In addition to a comprehensive benefits package, candidates may be eligible for bonus and equity award programs.

Equal Opportunity Employment

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.