Service Engineer

Job Description

Job Description

Travel: Up to 80%
Employment Type: Full-Time

Take Your Server Engineering Skills Into the Field

Supermicro is looking for a Service Engineer to join our Global Service Team and provide hands-on technical support to enterprise customers. This is an excellent opportunity for a technically strong engineer who enjoys troubleshooting complex server hardware, working directly with customers, and solving problems in fast-paced environments.

You'll play a key role in keeping mission-critical server systems running by providing on-site and remote troubleshooting, break/fix support, preventive maintenance, and technical guidance. You'll also work closely with Technical Account Managers, Service Managers, Product Managers, resellers, and engineering teams to deliver a high level of customer service.

What You'll Do

• Troubleshoot, diagnose, and repair complex server and enterprise systems both remotely and at customer sites.
• Perform hands-on break/fix, hardware diagnostics, preventive maintenance, and system repairs .
• Identify root causes involving server hardware, BIOS, drivers, applications, and system configurations .
• Manage the repair and parts process to help minimize customer downtime.
• Provide 2nd-level technical support to resellers and distributors.
• Partner with Technical Account Managers, Service Managers, and Product Managers to develop and improve service programs.
• Lead technical investigations and communicate solutions to customers and internal engineering teams.
• Perform testing and simulations at Supermicro facilities to help identify and resolve technical issues.
• Travel to customer locations to troubleshoot issues, provide training, and support service initiatives.
• Train and mentor new Service Engineers.
• Take ownership of an assigned customer base and operate independently in the field.
• Create technical documentation, troubleshooting guides, reports, and training materials.
• Help manage escalations and ensure customer issues are resolved quickly and professionally.
• Prioritize multiple customer issues and projects while maintaining excellent service and response times.
• Work flexible hours, including occasional weekends and holidays , when customer needs require it.

What We're Looking For

• 1+ year of experience servicing complex x86/server systems and hardware.
• Hands-on experience troubleshooting and repairing servers and enterprise hardware .
• Experience with Supermicro, Dell, EMC, or similar server platforms .
• Strong hardware diagnostic and troubleshooting skills.
• Understanding of how BIOS, drivers, operating systems, and applications can impact server performance and reliability.
• Experience with on-site customer support and break/fix service .
• Strong technical communication skills with the ability to work with customers, engineers, and cross-functional teams.
• Ability to independently troubleshoot problems and determine appropriate solutions.
• Strong organizational, time-management, and project-management skills.
• Ability to remain calm and professional when dealing with challenging customer situations.
• Comfortable working in a fast-paced, high-pressure environment .
• Strong written and verbal English communication skills.
• Must be punctual, detail-oriented, proactive, and solution-oriented.
• Willingness to travel up to 80%
• Ability to work flexible hours, including weekends and holidays when necessary.

Education

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering , or a related field preferred.
• Associate's degree in Electrical Technology, Electronics , or related field considered.
• Equivalent military technical experience may also be considered.

Nice-to-Have Experience

• Linux experience
• Windows enterprise environments
• Enterprise server certifications
• Experience supporting large-scale enterprise environments
• Experience creating technical reports, metrics, and documentation

Why This Role?

This is more than a traditional help desk or support position. You'll get hands-on exposure to enterprise server technology , work directly with customers, troubleshoot complex hardware issues, and collaborate with engineering teams across the organization.

If you're a hands-on Service Engineer, Field Engineer, Server Technician, or Systems Engineer who enjoys solving difficult technical problems and wants to build deeper expertise in enterprise server systems, this could be a great next step in your career.

Technical requirements:

• GPU experience is a plus
• Experience with compute, storage, and networking
• Hardware/system troubleshooting
• System configuration experience
• Data center experience preferred
• Engineers will dispatch from home to customer sites
• Remote setup is preferred when possible
• Schedule: 9 AM–6 PM
• Travel is usually within 4 hours of the employee’s home location
• Some out-of-state travel may be needed for installations
• Candidates need to be comfortable being onsite with customers and troubleshooting issues

Field Engineers needed in:

the NY/NJ corridor

Rockland/West Chester/Putnam

North Jersey

Buffalo NY