Service Engineer

Supermicro; San Jose (CA); On-site; USD 107,766 - 122,086; Full time

Job summary

Supermicro is seeking a Technical Account Manager (TAM) to own post-sales success for SMB accounts. You will partner with engineering, sales, and service teams to resolve issues and ensure a seamless customer experience.

The ideal candidate has 5+ years in customer-facing roles, strong technical acumen in server technologies, and excellent communication. This role requires travel up to 10% and a proactive, trusted advisor mindset.

Qualifications

• Bachelor’s degree (preferred) or equivalent experience in a technical field.
• 5+ years in customer-facing roles (TAM/CS/Support) with multi-account responsibility.
• Proven ability to manage multiple accounts with high satisfaction.
• Strong troubleshooting and problem-solving in complex technical environments.
• Fluent in English (written and spoken).

Responsibilities

• Serve as the primary escalation point and trusted advisor for assigned SMB customers
• Collaborate with engineering, sales, RMA, and production teams to drive issue resolution and customer success
• Lead customer onboarding, including introduction to service programs and ongoing operational reviews
• Proactively monitor account health to ensure timely case progress and prevent service gaps
• Manage multiple customer accounts simultaneously, ensuring high‑quality engagement and follow‑through
• Drive resolution of complex technical issues by coordinating with internal engineering teams
• Develop and maintain technical documentation to support training for service‑desk and field engineers
• Coordinate and support onsite integration activities as needed
• Manage and prioritize customer escalations, ensuring clear communication and accountability
• Travel as needed (up to 10%)

Skills

Customer-facing

Escalation management

Stakeholder engagement

Technical troubleshooting

Documentation

Server hardware

Linux

Virtualization

Fluent English

Education

Bachelor's degree or equivalent in technical field

Tools

Linux

Virtualization

X86 server platforms

Job description

About Supermicro

Supermicro® is a premier provider of advanced server, storage, and networking solutions, delivering cutting‑edge technology across Data Centers, Cloud Computing, Enterprise IT, Big Data, Hyperscale, High Performance Computing (HPC), and IoT/Embedded environments worldwide. Recognized as one of the fastest‑growing companies in Silicon Valley, Supermicro continues to lead through innovation—building scalable, energy‑efficient solutions that power today’s most demanding digital infrastructure. Our rapid global growth creates exciting opportunities for forward‑thinking professionals ready to make a meaningful impact on the technology sector.

Job Summary

The Technical Account Manager (TAM) is responsible for post‑sales ownership and success of assigned Small and Medium Business (SMB) customer accounts. Acting as the primary point of contact and escalation, the TAM partners closely with engineering, sales, and cross‑functional teams to ensure timely resolution of issues and a seamless customer experience. This role requires a balance of strong technical acumen—particularly in server technologies—and exceptional customer engagement skills. The ideal candidate is a proactive problem solver, trusted advisor, and customer advocate who thrives in a fast‑paced, high‑impact environment.

Essential Duties and Responsibilities

• Serve as the primary escalation point and trusted advisor for assigned SMB customers
• Collaborate with engineering, sales, RMA, and production teams to drive issue resolution and customer success
• Lead customer onboarding, including introduction to service programs and ongoing operational reviews
• Proactively monitor account health to ensure timely case progress and prevent service gaps
• Manage multiple customer accounts simultaneously, ensuring high‑quality engagement and follow‑through
• Drive resolution of complex technical issues by coordinating with internal engineering teams
• Develop and maintain technical documentation to support training for service‑desk and field engineers
• Coordinate and support onsite integration activities as needed
• Manage and prioritize customer escalations, ensuring clear communication and accountability
• Travel as needed (up to 10%)

Qualifications

• Bachelor’s degree (preferred) or equivalent experience in a technical field
• 5+ years of experience in customer‑facing roles (Technical Account Management, Customer Success, or Support Engineering)
• Proven ability to manage multiple customer accounts while maintaining high levels of satisfaction and engagement
• Demonstrated success in driving issue resolution and influencing positive customer outcomes
• Strong interpersonal and communication skills, with the ability to engage both technical and non‑technical stakeholders
• Solid understanding of x86‑based server platforms and infrastructure
• Strong troubleshooting and problem‑solving skills in complex technical environments
• Ability to work effectively under pressure and manage urgent, high‑priority escalations
• Experience with Linux and virtualization technologies is a plus
• Detail‑oriented, highly organized, and dependable
• Fluent in English (written and verbal)
• Ability to lift 40 lbs. and safely handle heavier equipment using a team lift (“buddy system”)

Salary Range

$107,766 - $122,086

Benefits

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.