Technical Support Engineer
Job Req ID: 16296
Job Summary:
Supermicro is looking for a stellar engineering specialist to join our command center team. In this role, you will partner with the technical support engineer and help address to queries via phone, e-mail, web portal on our products, solutions, and services. You will also partner with cross-functional engineering teams to understand the latest technology, and translate the technical specifications to common language for the clients.
This role will be based in the headquarters located in San Jose, CA
Essential Duties and Responsibilities:
Includes the following essential duties and responsibilities (other duties may also be assigned):
- Support the engineers and address to customer’s inquiries and questions regarding to Supermicro products, solutions, and services
- Act as pre and post sales liaison between field and cross-functional product management teams
- Identify, document, and resolve customer issues; escalate critical customer’s questions and issues to the correspondent team and management
- Assisting clients to perform basic troubleshooting via phone, e-mail, or web portal
- Provide inputs to designing team on customer’s feedback on new products improvement
Qualifications:
- Associate degree in engineering discipline is preferred, bachelor's degree is plus
- 2 years of customer service in technology industry is highly preferable, candidate with no experience will also be considered
- Strong customer focus mindset
- Solid interpersonal skill in verbal and written, ability to communicate effectively with both external and internal stakeholders efficiently
- Strong analyzing and troubleshooting skills
- Prior repair and support experience in hardware industry is a plus
- Ability to resolve complex issues with high level of ambiguity
EEO Statement
Supermicro 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.