Sr. Service Engineer

Super Micro Computer, Inc.

Support our Global Service network and help build a world class field engineering organization. Supermicro is seeking a talented and experienced Sr. Service Engineer to play a key role in providing our customers with high level customer service, support our global service network and help build a world class field engineering organization. This position requires the ability to work flexible hours including nights and weekends as required to respond to customer requests, diagnose problem, travel to customer site, repair and replace defective parts or system(s). As a Service Engineer, you provide the front line and escalation of technical issues, advice and support to customers in the operation and maintenance of complex Supermicro's products. You will also occasionally assist with installations, servicing and repairs of complex equipment at the same.

On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times
Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times, and delivering and driving to meet SMCs Service Level Agreement (SLA)
Ensure escalation situations are managed and corrected quickly and professionally
Provide 2nd line support to the reseller/distributors in all aspects of customer support
Experience with Enterprise solution product knowledge
Work with Technical Account Manager, Service Manager, and Product Manager to define service programs
Provide and contribute information such as fault triage and training materials
Run tests and simulations at our facility to assist with problem-solving
Travel to the field to train and or resolve customer issues
Train new service engineers
Able to work under Technical Account Manager direction and take ownership of customer base
Demonstrate ability to be self-sufficient in the field by resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
Able to defuse challenging situations
Manage time effectively; prioritize and make good business judgments and decisions concerning efficiency, and effectiveness while meeting daily service expectations
Determines requirements and/or root cause of technical issues by working with customers
Manage the day to day tickets assigned on the SMC Service Portal
Experience with generating and presenting quality reports is a plus
Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
Travel is required (up to 25%)
Deployment and maintenance (with a focus on Servers and GPU Systems, Networking, Cable management, FW/Bios Configuration

• Bachelor s degree in Computer Science, Computer Engineering, and Electrical Engineering preferred
• Looking for experienced Service Engineers that have deployed and maintained GPU A100 / H100 Nvidia GPU Platform knowledge. (V100 experience acceptable)
• 5+ years of experience in servicing complex Servers, Networking, and Storage Hardware. Specifically, a very high level of enterprise solution product knowledge (Data Storage types, Server, L3 Switches, Routers, SAS, iSCSI, FW, BIOS)
• Hands-on experience with servers (Supermicro, EMC, DELL, HP)
• The successful candidate needs to have solid hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues
• The candidate needs to have solid hardware system diagnostics skills, as well as a good understanding of BIOS configuration, UEFI Shell, PXE, and DOS.
• Full professional proficiency in English (read/write/speak)
• Familiarity Linux is a must, must be able to demonstrate and navigation basic usage with Linux .
• Familiarity with BMC Tools (Such as SMC IPMICFG, SUM), or equivalent (iLO, iDrac)
• Familiarity with BMC Function a plus
• Can lift at least 50lbs
•