On-site troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
Drive customer satisfaction through service excellence by conducting preventive maintenance, managing repair/parts cycle times
Ensure escalation situations are managed and corrected efficiently and professionally
Provide 2nd line support to resellers and distributors in all aspects of customer support
Develop deep understanding of in-house product knowledge
Work with Technical Account Manager, Service Manager, and Product Manager in define service kits and all service tools
Enhance global portal service data base of information to align with our corrective action systems
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
Attend and complete all required training and certification exams
Learn to be proficient in service and repair of all systems (current, new, and updates)
Work under Technical Account Manager's direction and take ownership of customer base
Able to work self-sufficient in the field, make good business judgments and decisions in relationship to efficiency and effectiveness while meeting daily service expectations

Bachelor’s degree in Computer Science, Electrical Engineering, IT, Mechanical Engineering, or equivalent experience.
Hands-on experience with server hardware, GPU systems, data center equipment, or enterprise infrastructure support.
Strong troubleshooting skills for servers, GPU systems, motherboards, memory, storage, NICs, power, BIOS, BMC, firmware, and system logs.
Familiarity with Linux, Windows Server, BIOS, UEFI Shell, PXE, firmware updates, and basic network configuration.
Experience with GPU servers, AI/HPC infrastructure, rack-scale systems, liquid cooling, CDU, or data center cooling systems is a plus.
Proven break-fix and onsite customer service experience.
Good English communication skills and ability to work with cross-functional teams.
Detail-oriented, safety-conscious, accountable, and able to work under pressure.
Willing to travel, support flexible working hours, and participate in future on-call rotation.
Ability to lift at least 50 lbs and use a buddy system for heavier equipment.
Experience of managing/leading onsite service partners and talents is a plus.

Service Engineer

Key skills