Sr. Technical Account Manager

Support Revolution; San Jose (CA); Hybrid; USD 105,000 - 140,000; Full time

Job summary

Supermicro is seeking a Sr. Service Technical Account Manager to manage post-sales support for global service customers. The TAM will serve as the main escalation point of contact and will collaborate with engineering, sales, and various internal and external teams to support customers.

The role requires strong technical aptitude with server products and excellent interpersonal skills. Travel up to 25% is required, and the position is based in San Jose, California.

Qualifications

• Bachelor's degree in engineering or other technical field preferred.
• 8+ 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 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.

Responsibilities

• Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations in supporting the customers.
• Introduce service program to the customers and periodically follow up with the customers for operations review, etc.
• Solve issues/escalations escalated by help desk and field engineers and drive to resolution with engineering teams.
• Monitor the assigned accounts to ensure service cases are followed up timely, managing primarily 1 very large customer.
• Gather and compile technical support documentation for training help desk and field engineers.
• Manage various escalations from customers and direct them appropriately.
• Visit customers to understand requirements and present service solutions (often with sales).
• Plan and coordinate onsite integration activities.

Skills

x86 products

Fluent English

Communication skills

Troubleshooting

Linux/Virtualization

Education

Bachelor's degree in engineering or technical field

Job description

Location: San Jose, California, 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:

The Sr. Service Technical Account Manager is responsible for post sales management of assigned accounts for global service customers. TAM will serve as the main escalation point of contact for the service customers and will be working closely with engineering teams, sales, and various internal and external organizations in supporting the customers. TAM's are a critical part of post-sales support and needs to be able to demonstrate technical aptitude in working with server products in addition to excellent interpersonal skills.

Essential Duties and Responsibilities:

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

• Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations in supporting the customers
• Introduce service program 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 preferred
• 8+ 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

Salary Range

$105,000 - $140,000

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.