Sr. Technical Support Associate, Service

Job Req ID: 20759

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:

Supermicro is seeking a talented Sr. Technical Support Associateto 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 is a full time position within the Supermicro Global Service team in East Coast. It requires the ability to work flexible hours in a datacenter environment and SMC office (in NJ) resolving customer tickets. Candidate should be flexible to rotate shifts.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned): • Primarily work in a datacenter and SMC NJ office• Provide technical support over phone and/or online to customers on hardware and software issues• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed• Determines requirements and/or root cause of technical issues by working with customers• Answers inquiries by clarifying desired information; researching, locating, and providing information• Hands on work on servers and computers/networking equipment• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems• Fulfills requests by clarifying desired information; completing transactions; 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• Ability to produce meaningful report and metrices is a plus• 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)• Travel is required (up to 25%)

Qualifications:• Bachelor's degree in Computer Science, Computer Engineering and Electrical Engineering preferred• Minimum of 5 years of industry experience in related areas. Previous experience in a team lead, supervisor, or manager capacity preferred• Hands on experience with servers (Supermicro, EMC, DELL, HP)• Experience in talking with customers to defuse situations• 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 strong technical communication skills to lead investigations with engineers of multiple disciplines• Strong written and verbal communication skills, project management skills, solid time management skills• Candidate must have an ability to participate in multiple cross-functional projects concurrently in a rapidly changing environment, within established timelines and have a demonstrated ability to learn and embrace new and changing technologies• Work experience in large enterprise IT environment and technical certifications is a plus• Ability to work in a challenging, dynamic, and fast-paced environment. Must be solution-oriented, a team player with the ability to identify and escalate issues in a timely manner, and be proactive in driving solutions• Individual must be able to work effectively in a high-pressure environment• Full professional proficiency in English (read/write/speak)• Must be punctual and detail-oriented• Must possess an excellent ability to follow-up on planned actions• Familiarity with Linux is a plus

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.