Sr. Technical Support Engineer

Job Req ID: 24684

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:

Join us in supporting our Global Service network and help us build a world-class field engineering organization.

This position requires seasoned enterprise software and hardware technical knowledge and understanding, to be Service oriented, and Quality experienced Engineer.

The Engineer will help maintain technical information, provide technical information to education and service teams, and may assist with teaching and presenting technical hardware/software to many audiences.

Your primary role will be handling escalation issues from our Service help desk department.

Understanding the root cause from an engineering and quality perspective, as well as helping solve complex issues and providing these solutions throughout the service teams.

You will be working alongside Product managers, architects, engineers, developers, logistics teams, quality teams, and service teams to help bridge and close the gap between engineering and customer escalation issues.

Your impact will be directly responsible for ensuring our commitment to product quality, service, and engineering excellence.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):
• Help build, automate, and maintain lab and test systems
• Help with understanding issues escalated by L1-L2 engineering and finding a solution within a reasonable timeframe
• Understand the root cause by helping to generate a root cause analysis, triage, and postmortem analysis with the help of testing in the lab, engineering assistance and tracking these daily until the root is found.

This means working with various engineering teams, quality teams, and product managers to help narrow the root of the problem
• Must be organized and be able prioritize and track service escalation issues, record and keep records, and maintain various types of test logs for review
• Able to articulate issues to customers and help with finding resolutions so that they can understand engineering and management on these issues and vice versa with engineering and the customer issues
• Must be able to duplicate field issues and test right away for low level confirmations.

Review findings with engineering
• Help with creating test plans to help identify root issues.

Create SOPs, best practice guides, education material, assist with training material
• Comfo...