(Sr.) Service Engineer

About Supermicro

Supermicro® stands as a premier global provider of cutting-edge server, storage, and networking solutions tailored for Data Center, Cloud Computing, Enterprise IT, Hadoop/Big Data, Hyperscale, HPC, and IoT/Embedded markets. Recognized as one of the fastest-growing companies among Silicon Valley’s Top 50 technology firms, Supermicro has expanded its footprint worldwide, creating numerous opportunities for engineers, technologists, and business leaders to contribute to accelerated growth and innovation. We are committed to delivering unparalleled technology solutions that empower our customers to achieve their business objectives.

Job Overview

We are seeking a highly skilled and experienced (Sr.) Service Engineer to join our Global Service Team, based in Riyadh, Saudi Arabia. This critical role focuses on delivering exceptional post-sales support, including on-site and remote troubleshooting, maintenance, and system repairs for our valued customers. The ideal candidate will possess a robust background in server and enterprise hardware support, exceptional diagnostic capabilities, and a proven track record of leading service excellence initiatives across global customer engagements. This position plays a pivotal role in ensuring customer satisfaction and operational efficiency.

Key Responsibilities

• Technical Troubleshooting and Repairs: Conduct advanced on-site and remote diagnostics, troubleshooting, and repair of Supermicro servers and systems to resolve complex technical issues efficiently.
• Preventive Maintenance: Lead proactive maintenance efforts and ensure strict adherence to Service Level Agreements (SLAs) and repair cycle times to minimize downtime and enhance system reliability.
• Escalation Management: Serve as the primary escalation point for intricate technical issues, managing them with professionalism and efficiency to ensure timely resolution.
• Channel Partner Support: Provide Level 2 support to channel partners, including resellers and distributors, to facilitate seamless service delivery and customer satisfaction.
• Enterprise Solutions Support: Deliver specialized support for enterprise solutions, including GPU systems, networking infrastructure, firmware/BIOS configurations, and cable management.
• Cross-Functional Collaboration: Partner with Technical Account Managers (TAMs), Service Managers, and Product Managers to develop and refine service programs that align with customer needs and business objectives.
• Training and Development: Train new service engineers and customers on hardware operations, support procedures, and best practices to enhance overall service quality.
• Lab-Based Testing: Conduct simulations and tests in a controlled lab environment to replicate and resolve field issues, ensuring robust and reliable solutions.
• Service Portal Management: Manage service tickets using Supermicro’s Service Portal, ensuring timely resolution and maintaining high-quality service standards.
• Documentation and Knowledge Sharing: Document fault triage processes, develop knowledge base content, and contribute to training materials to foster continuous improvement and knowledge dissemination.
• Reporting and Communication: Present technical findings, reports, and recommendations as required to stakeholders and management teams.

Qualifications and Skills

This position is subject to Nitaqat regulations (Saudization) and is primarily intended for candidates of Saudi nationality. The ideal candidate will meet the following criteria:

• Education: Bachelor’s degree in Computer Science, Electrical/Computer Engineering, or a related field; equivalent experience or military background will also be considered.
• Experience: Minimum of 5 years of hands-on experience supporting and maintaining complex server, storage, and networking environments.
• Technical Expertise: In-depth knowledge of GPU platforms, BIOS/UEFI configurations, storage protocols (SAS/iSCSI), Layer 3 switches, routers, and firmware management.
• Field Support Experience: Proven track record in break/fix support with a strong emphasis on customer interaction and service delivery excellence.
• Operating Systems: Familiarity with both Windows and Linux environments; relevant certifications are advantageous.
• Troubleshooting Skills: Exceptional ability to diagnose hardware and software-related issues, including proficiency with BMC tools such as SMC IPMICFG and SUM (or equivalent tools like iLO/iDRAC).
• Soft Skills: Excellent communication, time management, and multitasking abilities to manage multiple cross-functional projects in a dynamic and fast-paced environment.
• Physical Requirements: Capable of lifting up to 50 lbs and standing for extended periods to perform on-site support duties.
• Language Proficiency: Full professional proficiency in English, both written and spoken, is required. Basic Linux navigation skills are also necessary.

Equal Opportunity Employer

Supermicro is an Equal Opportunity Employer and values diversity in our workforce. We are committed to providing equal employment opportunities to all qualified applicants and employees without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, marital status, pregnancy, genetic information, or any other characteristic protected by law. We foster an inclusive and collaborative work environment where every individual’s contributions are recognized and valued.