Sr. Technical Support Associate

Supermicro; New York (NY); On-site; USD 70,304 - 148,000; Full time

Benefits offered by this job

Comprehensive benefits

Bonus and equity programs

Job summary

Supermicro is seeking an experienced Installation Engineer to support the Global Service Installation Team in Jersey City, NJ. This role involves racking, cabling, and hardware deployment in data centers, with flexible hours, including nights and weekends as required.

Travel up to 50% to customer sites by air or ground; strong BIOS, hardware diagnostics, and customer support experience are essential. A Bachelor’s degree and a valid driver’s license are required.

Qualifications

• 8 years of experience servicing complex X86 systems and components.
• Bachelor’s degree in CS/CE/EE or an Associate’s degree plus equivalent experience.
• Minimum 2 years of Customer Support experience.
• Strong hardware diagnostics and BIOS/driver/application load understanding.
• Excellent problem-solving, communication, and time-management skills.
• Willingness to travel up to 50% to customer sites.

Responsibilities

• Knowledge of rack elevations and cable mapping for customer projects.
• Assist deployment of server, storage, and networking equipment.
• Perform physical installation, rack and stack, cabling, and networking.
• Coordinate with engineering for seamless hardware integration.
• Provide frontline technical support via phone, email, and ticketing.
• Diagnose and troubleshoot hardware, software, and network issues.
• Escalate complex problems to higher-level support teams as needed.
• Travel up to 50% for customer installations or troubleshooting.

Skills

Hardware diagnostics

Customer support

Problem solving

Communication skills

Time management

Project management

Education

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

Tools

MS Office Suite

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 Req ID: 27513

Job Summary

Support the Supermicro Global Service Installation Team and help build a world-class service organization. This position requires the ability to work flexible hours, including nights and weekends as required to complete equipment installation in a data center work environment. Responsibilities include racking & stacking, copper/fibre cabling of server and network equipment, and providing technical support for installed equipment pertaining to hardware and software functionalities.

Location: Jersey City, New Jersey.

Essential Duties And Responsibilities

• Knowledge of rack elevations and cable mapping for customer solution projects.
• Assist and support the deployment of server, storage, and networking equipment.
• Perform physical installation, rack and stack, cabling, and networking of data center hardware.
• Coordinate with the engineering team to ensure seamless integration of hardware solutions.
• Collaborate with the engineering team to ensure proper hardware deployment according to specifications.
• Conduct quality checks and test system functionality post-installation.
• Provide frontline technical support to end‑users via phone, email, and ticketing system.
• Diagnose and troubleshoot hardware, software, and network‑related issues.
• Escalate complex problems to higher‑level support teams when necessary.
• Be willing to travel up to 50% of the time to customer installations or troubleshooting at customer data centers by air or ground transportation.

Qualifications

• 8 years of experience in servicing complex X86 systems and components.
• Bachelor’s degree in Computer Science, Computer Engineering, or Electrical Engineering (or an Associate’s degree plus equivalent experience).
• Minimum 2 years of experience with Customer Support.
• Demonstrated hardware system diagnostics skills and understanding of BIOS, drivers, and application loads that can cause system issues.
• Strong problem‑solving and decision‑making abilities.
• Ability to work in a challenging, dynamic, and fast‑paced environment; must be solution‑oriented, a team player, proactive, and able to identify and escalated issues in a timely manner.
• Working knowledge of MS Suites (Excel, PowerPoint & Project).
• Ability to participate in multiple cross‑functional projects concurrently and manage established timelines.
• Emphasis on break‑/fix and onsite Customer Service.
• Experience communicating with internal and external customers to explain total solutions.
• Hands‑on experience with Enterprise‑grade server hardware.
• Punctual and detail oriented.
• Strong written and verbal communication, project management, and time‑management skills.
• Strong technical communication skills to lead investigations with engineers of multiple disciplines.
• Preferred certifications in Windows, Linux, and network protocols.
• Must have a valid driver’s license and reliable automobile.

Salary Range

$70,304 – $148,000. The salary offered will depend on location, level, education, training, specific skills, years of experience, and comparison to other employees in the 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 its 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.