Technical Support Associate

Supermicro is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Supermicro is looking for an experienced Technical Support Associate to support our Global Service network and help build a world class field engineering organization. This job requires the ability to work flexible hours (including nights and weekends) in a call center work environment to provide technical support over phone and/or web to customers on hardware and software issues. This position will be based in our office located in Jersey City, NJ.

Includes the following essential duties and responsibilities (other duties may also be assigned):

* Provide technical support over phone and/or web to customers on Supermicro hardware and software issues

* Ability to work flexible hours and/or flexible shifts including weekends and holidays

* Determine requirements and/or root cause of technical issues by working with customers

* Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions

* Fulfill 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)

* USA Citizenship required

* Knowledge of x86 architecture

* Knowledge of server management tools: IPMI and command line tools

* Knowledge of OS - Linux or Windows

* Knowledge of server logs and OS logs

* Knowledge of Network architecture

* Meeting deadlines - SLA (Service Level Agreements) and KPI (Key Performance Indicators)

* Hands-on experience with servers (Supermicro, EMC, DELL, HP) is preferable

* Experience in talking with customers to defuse situations

Please note that this position requires regular in-office attendance. The successful candidate is expected to be present in the office during standard working hours as determined by the company. In-office collaboration and participation in team meetings, training sessions, and other on-site activities are essential aspects of this role. Candidates should consider the commuting distance and be prepared to fulfill their responsibilities in the designated office location.

$66,560 - $90,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

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.