Service Engineer

Supermicro - Austin, TX

Full-time

Hybrid - Austin, TX

Computer and Electronic Product Manufacturing

About the position

Supermicro is seeking a Service Engineer responsible for fieldwork at customer sites to resolve and repair server systems. This role is critical for post-sales support, requiring exceptional technical aptitude and excellent interpersonal skills. The Service Engineer will support the Global Service network and contribute to building a world-class field engineering organization.

Responsibilities

• 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
• Ensure escalation situations are managed and corrected quickly and professionally
• Provide 2nd line support to the reseller/distributors in all aspects of customer support
• Have a very high level of 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 the Technical Account Manager's direction and take ownership of customer base
• Demonstrate the ability to be self-sufficient in the field
• Able to defuse challenging situations
• Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, and effectiveness while meeting daily service expectations
• Determines requirements and/or root cause of technical issues by working with customers
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Ability to produce meaningful reports and metrics is a plus
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed

Requirements

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related field
• Exceptional technical aptitude in working with server products
• Excellent interpersonal skills
• Ability to manage time effectively and prioritize tasks
• Ability to work under direction and take ownership of customer base
• Ability to defuse challenging situations
• Ability to produce meaningful reports and metrics

Nice-to-haves

• Experience in field engineering or technical support
• Knowledge of enterprise solutions and server systems
• Experience in training new engineers