Sr. Technical Support Engineer
Company: Support Revolution
Location: San Jose
Posted on: October 17, 2024
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Job Description:
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Location: San Jose, California, United States 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
--- Comfortable with Linux, VMware, Server
--- Can perform some scripting shell or batch
--- Drive customer success with documentation, training, education,
and resolution
--- Able to train SMC solutions with our internal employees,
customers, ASP, and partners if needed
--- Will be able to help train and nurture Junior service
engineers.
--- May be asked to visit customer site to help with resolution
--- Generate reports in databases to help identify gross or common
issues between products
--- May also be asked to audit helpdesk tickets if asked by service
team management
--- Must be within driving distance and local of HQ San Jose, CA
for this positionQualifications:--- Bachelor's degree in Electrical
Engineering, Computer Science or equivalent experience
preferred
--- 8+ years of experience working in the field engineering
servicing complex GPU servers, Server, Storage enclosures,
Networking, and Enterprise GPUs
--- Knowledge and user experience with IPMI, BMC Tools
--- Work experience and strong knowledge of operating systems -
Linux, VMware, and Windows Server environments
--- Knowledge of x86 architecture
--- Hardware knowledge of motherboard design, networking types with
the types of cabling, network switches, and storage controllers
--- Skills: Scripting, automation, low level debug, system testing,
performance testing
--- Python, VMware, Kubernetes, Active Directory, CCNA, MCSE, Linux
Admin a plus
--- Excellent communication skills and ability to work with
customers and engineers in challenging situations, must speak
English
--- May be asked to travel about 5% percent of time or as needed
-Salary Range$128,000 - $142,000 -The offered will depend on
several factors, including your location, level, education,
training, specific skills, years of experience, and comparison to
other employees already in this role. In addition to a
comprehensive benefits package, candidates may be eligible for
other forms of compensation, such as participation in bonus and
equity award programs.EEO StatementSupermicro 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.
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Keywords: Support Revolution, Brentwood , Sr. Technical Support Engineer, IT / Software / Systems , San Jose, California
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