Sr. Service Engineer

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 SummaryThis is a full‑time position on the Supermicro Global Service Team based in Chicago, IL. The Senior Service Engineer will perform on‑site fieldwork at customer locations to diagnose and repair complex server systems, deliver exceptional technical expertise on Supermicro server products, and support the global service network. The role involves travel up to 25% and requires strong interpersonal and customer‑facing skills.ResponsibilitiesPerform on‑site and remote troubleshooting and resolution of complex technical problems on Supermicro equipment in enterprise environmentsDrive customer satisfaction by leading preventive maintenance activities and effectively managing repair and parts cycle timesManage escalation situations promptly and professionally to ensure rapid resolutionMaintain expert‑level knowledge of enterprise solutions and Supermicro productsCollaborate with Technical Account Managers, Service Managers, and Product Managers to define and improve service programsDevelop and contribute technical documentation, fault triage processes, and training materialsConduct tests and simulations at the Supermicro facility to support problem‑solving and root cause analysisTravel to customer locations to deliver training and resolve complex technical system issuesTrain and mentor new Service EngineersWork independently with a high degree of self‑sufficiency while taking ownership of assigned customer accounts under direction of the Technical Account ManagerDefuse challenging customer situations with professionalism and composureManage time effectively, prioritize tasks, and make sound business decisions to meet daily service expectationsDetermine technical requirements and root causes by working closely with customersResolve customer issues by clarifying problems, researching solutions, implementing fixes, and escalating when necessaryProduce meaningful service reports and performance metrics (preferred)Maintain flexibility to work non‑standard hours, shifts, weekends, or holidays as neededTravel up to 25% as required to support customer needsQualificationsBachelor's degree in Computer Science, Computer Engineering, or Electrical Engineering (preferred). Associate's degree in Electrical Technology, Electronics, or equivalent military experience may be considered.8+ years of hands‑on experience servicing complex x86‑based server systems and components.Experience in large enterprise environments, plus certifications in Windows and/or Linux (plus).Strong break/fix and on‑site customer service experience.Hands‑on experience with enterprise servers from Supermicro, Dell, and HPE.Solid hardware diagnostics skills and understanding of BIOS, drivers, and application loads on system behavior.Excellent technical communication skills for leading investigations involving multiple engineering disciplines.Strong written and verbal communication skills, and solid project management and time management abilities.Proven ability to manage multiple cross‑functional projects concurrently in a fast‑paced, dynamic environment while meeting established timelines.Demonstrated capability to quickly learn and adapt to new and evolving technologies.Excellent ability to create actionable plans and follow through on commitments.Solution‑oriented team player who thrives in challenging, high‑pressure environments and proactively drives issues to resolution.Full professional proficiency in English (read, write, and speak).Must be punctual, highly detail‑oriented, and able to perform effectively under pressure.SalaryUS$100,000 – $130,000 annually, commensurate with location, level, and experience. In addition to a comprehensive benefits package, candidates may be eligible for bonus and equity award programs.Equal Opportunity EmploymentSupermicro 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.#J-18808-Ljbffr