Technical Support Associate

at  Super Micro Computer

Technical Support Associate
Date: Feb 26, 2024
Location: San Jose, California, United States
Company: Super Micro Computer

JOB SUMMARY:

Supermicro is looking for a stellar Technical Support Associate to support our Global Service network and help build a world class field engineering organization. This is a full time position within the Supermicro Global Service team in our HQ office located in San Jose. It requires the ability to work flexible hours in a datacenter environment and SMC office resolving customer tickets. Candidate should be flexible to rotate shifts.

QUALIFICATIONS:

• Associate’s degree preferred; Bachelor’s degree in engineering is a plus
• Hands-on experience with servers (Supermicro, EMC, DELL, HP) is preferable
• Experience in talking with customers to defuse situations
• Background in web development is a big plus
• Can navigate Linux would be a plus
• Network experience such as setting up a home network with port forwarding
• Able to travel 15 days or more per year upon operational need

INCLUDES THE FOLLOWING ESSENTIAL DUTIES AND RESPONSIBILITIES (OTHER DUTIES MAY ALSO BE ASSIGNED):

• Provide technical support over phone and/or web to customers on hardware and software issues
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
• Determines requirements and/or root cause of technical issues by working with customers
• Answers inquiries by clarifying desired information; researching, locating, and providing information
• Perform hands-on work on servers and computers/networking equipment
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests
• Ensure escalation situations are managed and corrected quickly and professionally
• Drive customer satisfaction through service excellence
• Work with other engineers, account managers and developers
• Provide and contribute information such as fault triage and training materials
• Attend and complete all required training and certification exams
• Learn to be proficient in service and repair of all systems (current, new, and updates)