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Supermicro develops high-performance computing solutions centered on server technology and advanced infrastructure for enterprise applications. Its work spans the computing sector, combining hardware innovation with the operational expertise needed to support demanding technology environments. For professionals exploring roles in server engineering, enterprise computing, manufacturing, logistics, consulting, and related functions, Supermicro offers opportunities to contribute to products and systems used in modern data infrastructure.
Onsite Service Engineer, Chicago
Troubleshoot and repair Supermicro server systems for enterprise customers. Provide field support, handle escalations, perform preventive maintenance, deliver training, and support resellers at the second line.
United States
Illinois$85,000 – $95,000 / year
On-siteFull-timeMiddleSeniorEnglish RequiredField EngineerDescription
- Troubleshoot Supermicro equipment on site and remotely, resolving complex technical issues in enterprise environments.
- Promote customer satisfaction through high-quality service.
- Lead preventive maintenance and manage repair and parts turnaround times.
- Address escalations promptly and effectively.
- Provide second-line customer support to resellers and distributors.
- Keep enterprise solution product knowledge current.
- Collaborate with Technical Account, Service, and Product Managers to develop service programs.
- Share fault-triage findings and contribute to training materials.
- Conduct tests and simulations at the company facility to help resolve problems.
- Visit customer sites to train staff and address technical issues.
- Train newly hired service engineers.
- Manage an assigned customer base under the guidance of a Technical Account Manager.
- Work independently in the field and de-escalate difficult situations.
- Manage time, priorities, business decisions, and daily service commitments.
- Identify customer needs and determine the root causes of technical issues.
- Resolve problems by clarifying the issue, researching solutions, applying fixes, and escalating unresolved cases.
- Prepare useful reports and metrics.
- Work flexible hours or shifts, including weekends and holidays as needed.
- Travel up to 25%.
Requirements
- A bachelor’s degree in computer science, computer engineering, or electrical engineering is preferred.
- An associate degree in electrical technology, electronics, or equivalent military experience may be considered.
- At least five years of experience servicing complex x86 systems and components.
- Experience in a large enterprise or Windows and Linux certifications are advantageous.
- Experience with break/fix repairs and on-site customer service.
- Hands-on experience with Supermicro, EMC, Dell, and HP servers.
- Strong hardware diagnostic skills.
- Understanding of how BIOS, drivers, and application loads can contribute to system issues.
- Technical communication skills for leading investigations with engineers across disciplines.
- Strong written and verbal communication skills.
- Project management skills.
- Strong time management skills.
- Ability to contribute to multiple cross-functional projects concurrently and meet established deadlines.
- Ability to learn and adapt to new and changing technologies.
- Ability to create plans and follow through on planned actions.
- Ability to work in a challenging, dynamic, fast-paced environment.
- Solution-oriented, proactive team player who can identify and escalate issues promptly.
- Ability to work effectively under pressure.
- Full professional proficiency in written and spoken English.
- Punctual and detail-oriented approach.
- Familiarity with Linux is advantageous.
Benefits
- Comprehensive benefits package.
- Possible bonus compensation.
- Potential participation in an equity award program.
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