Sr. Technical Support Engineer

Support Revolution; San Jose (CA); On-site; USD 128,000 - 142,000; Full time

Job summary

An established industry player is seeking a seasoned Field Engineer to support their Global Service network. This role involves handling complex technical issues, collaborating with various engineering teams, and ensuring high standards of product quality and service excellence. You will play a key role in building and maintaining test systems, conducting root cause analysis, and providing training to junior engineers. This position offers a unique opportunity to bridge the gap between engineering and customer service, making a significant impact in a dynamic and innovative environment. If you have a passion for technology and a commitment to excellence, this role is perfect for you.

Qualifications

• 8+ years of experience in field engineering with complex GPU servers.
• Knowledge of x86 architecture and hardware design.
• Excellent communication skills for customer service.

Responsibilities

• Maintain technical information and assist with escalated issues.
• Generate root cause analysis and collaborate with engineering teams.
• Train junior engineers and create Knowledge Articles.

Skills

Scripting

Automation

Low level debug

System testing

Performance testing

Excellent communication skills

Education

Bachelor’s degree in Electrical Engineering

Bachelor’s degree in Computer Science

Tools

Linux

VMware

Windows Server

IPMI

BMC Tools

Python

Kubernetes

Active Directory

CCNA

MCSE

Job description

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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:

Join us in supporting our Global Service network and help us build a world-class field engineering organization. This position requires seasoned enterprise software and hardware technical knowledge and understanding, to be Service oriented, and Quality experienced Engineer. The Engineer will help maintain technical information, provide technical information to education and service teams, and may assist with teaching and presenting technical hardware/software to many audiences. Your primary role will be handling escalation issues from our Service help desk department. Understanding the root cause from an engineering and quality perspective, as well as helping solve complex issues and providing these solutions throughout the service teams. You will be working alongside Product managers, architects, engineers, developers, logistics teams, quality teams, and service teams to help bridge and close the gap between engineering and customer escalation issues. Your impact will be directly responsible for ensuring our commitment to product quality, service, and engineering excellence.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):
• Help build, automate, and maintain lab and test systems
• Help with understanding issues escalated by L1-L2 engineering and finding a solution within a reasonable timeframe
• Understand the root cause by helping to generate a root cause analysis, triage, and postmortem analysis with the help of testing in the lab, engineering assistance and tracking these daily until the root is found. This means working with various engineering teams, quality teams, and product managers to help narrow the root of the problem
• Must be organized and be able prioritize and track service escalation issues, record and keep records, and maintain various types of test logs for review
• Able to articulate issues to customers and help with finding resolutions so that they can understand engineering and management on these issues and vice versa with engineering and the customer issues
• Must be able to duplicate field issues and test right away for low level confirmations. Review findings with engineering
• Help with creating test plans to help identify root issues
• Create and maintain Knowledge Articles, such as SOPs, best practice guides, and troubleshooting guides
• Assist with training team as the SME on creating and reviewing education and training material
• Comfortable with Linux, VMware, Windows Server
• Can perform some scripting shell or batch
• Drive customer success with documentation, training, education, and resolution
• Able to train SMC solutions with our internal employees, customers, ASP, and partners if needed
• Will be able to help train and nurture Junior service engineers
• May be asked to visit customer site to help with resolution
• Generate reports in databases to help identify gross or common issues between products
• May also be asked to audit helpdesk tickets if asked by service team management
• Must be within driving distance and local of HQ San Jose, CA for this position
• Collaborate with engineering and product teams to resolve escalated issues and provide feedback for the product improvements
• Contribute to the development of internal tools and processes to improve support efficiency

Qualifications:

• Bachelor’s degree in Electrical Engineering, Computer Science or equivalent experience preferred
• 8+ years of experience working in the field engineering servicing complex GPU servers, Server, Storage enclosures, Networking, and Enterprise GPUs
• Knowledge and user experience with IPMI, BMC Tools
• Work experience and strong knowledge of operating systems - Linux, VMware, and Windows Server environments
• Knowledge of x86 architecture
• Hardware knowledge of motherboard design, networking types with the types of cabling, network switches, and storage controllers
• Skills: Scripting, automation, low level debug, system testing, performance testing
• Python, VMware, Kubernetes, Active Directory, CCNA, MCSE, Linux Admin a plus
• Excellent communication skills and ability to work with customers to provide great customer service, and with engineers in challenging situations, must speak Fluent English
• May be asked to travel about 5% percent of time or as needed

Salary Range

$128,000 - $142,000

The 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.