Technical Support Associate

Super Micro Computer; Little Rock (AR); On-site; USD 65,000 - 90,000; Full time

Job summary

Supermicro is seeking a stellar Technical Support Associate to support our Global Service network and help build a world class field engineering organization. This role will be based in Jersey City, NJ, and requires flexibility to work flexible hours in a call center work environment to provide technical support over phone and/or web to customers on hardware and software issues.

You will work with engineers, account managers, and developers, handle escalations, drive customer satisfaction, and

Qualifications

• Knowledge of x86 architecture.
• Knowledge of IPMI and command line tools.
• Knowledge of OS – Linux or Windows.
• Knowledge of server logs and OS logs.
• Knowledge of Network architecture.
• Meeting deadlines – SLA and KPI.
• Hands-on experience with servers (Supermicro, EMC, DELL, HP).
• Experience in talking with customers to defuse situations.

Responsibilities

• Provide technical support over phone and/or web to customers on hardware and software issues.
• Work flexible hours and/or shifts, including weekends and holidays if needed.
• Determine requirements and/or root cause of technical issues by working with customers.
• Answer inquiries by clarifying desired information; researching, locating, and providing information.
• Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, and implementing solutions.
• Fulfill requests by clarifying desired information, completing transactions, and forwarding requests.
• Ensure escalation situations are managed and corrected quickly and professionally.
• Drive customer satisfaction through service excellence.
• Work with other engineers, account managers, and developers.
• Provide and contribute information such as fault triage and training materials.
• Attend and complete all required training and certification exams.
• Learn to be proficient in service and repair of all systems (current, new, and updates).

Skills

x86 architecture

IPMI

Command line tools

OS Linux

OS Windows

Server logs

Network architecture

SLA/KPI

Hands-on servers

Customer communication

Job description

Technical Support Associate

Location: Jersey City, New Jersey, United States

Supermicro is looking for a stellar Technical Support Associate to support our Global Service network and help build a world class field engineering organization.

This role will be based in our office located in Jersey City, NJ, and requires flexibility to work flexible hours in a call center work environment to provide technical support over phone and/or web to customers on hardware and software issues.

Essential Duties and Responsibilities

• Provide technical support over phone and/or web to customers on hardware and software issues.
• Work flexible hours and/or shifts, including weekends and holidays if needed.
• Determine requirements and/or root cause of technical issues by working with customers.
• Answer inquiries by clarifying desired information; researching, locating, and providing information.
• Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, and implementing solutions.
• Fulfill requests by clarifying desired information, completing transactions, and forwarding requests.
• Ensure escalation situations are managed and corrected quickly and professionally.
• Drive customer satisfaction through service excellence.
• Work with other engineers, account managers, and developers.
• Provide and contribute information such as fault triage and training materials.
• Attend and complete all required training and certification exams.
• Learn to be proficient in service and repair of all systems (current, new, and updates).

Qualifications

• Knowledge of x86 architecture.
• Knowledge of server management tools: IPMI and command line tools.
• Knowledge of OS – Linux or Windows.
• Knowledge of server logs and OS logs.
• Knowledge of Network architecture.
• Meeting deadlines – SLA (Service Level Agreements) and KPI (Key Performance Indicators).
• Hands‑on experience with servers (Supermicro, EMC, DELL, HP) is preferable.
• Experience in talking with customers to defuse situations.

Salary Range:$65,000-$90,000. Additional compensation, such as participation in bonus and equity award programs, may be available.

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.