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Super Micro Computer

Technical Support Engineer

Super Micro Computer Taoyuan City, Taiwan

Computer Hardware Manufacturing · 5,001-10,000 employees

5 d ago
support-engineer Senior (5-10 yrs) Full-time Taiwan
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About the role

Serve as the first point of contact for customer questions about products, solutions, and services, and provide hardware and software troubleshooting by phone, email, or web. Coordinate pre- and post-sales support with internal teams, document and resolve issues, escalate critical cases, and share customer feedback to improve products.

What they look for

Customer Support Technical Troubleshooting Hardware Support Software Support Customer Issue Resolution Customer Communication Cross-Functional Collaboration Pre-Sales Support Post-Sales Support Customer Satisfaction Issue Escalation Analytical Skills Interpersonal Skills English Communication Chinese Communication Flexible Scheduling

Requirements

Senior candidates should have at least five years of hands-on experience in the hardware or solutions industry, with prior hardware repair and support experience considered an advantage. The role requires a strong customer focus, effective verbal and written communication in English and Chinese, analytical troubleshooting skills, and the ability to resolve complex, ambiguous issues.

Full description

Job Req ID: 30638

About Supermicro:

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.

Essential Duties and Responsibilities:

This role will be based in the headquarters located in Bade, Taoyuan, Taiwan. Duties and Responsibilities: - Serve as first point of contact 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 - Provide technical support over the phone/or web to customers on hardware and software issues - Drive customer satisfaction through service excellence - Ability to work flexible hours

Qualifications:

- For senior position with 5 years above of hands-on experience in hardware or solution industry - Strong customer focus mindset - Solid interpersonal skill in verbal and written, ability to communicate effectively with both external and internal stakeholders efficiently in English/ Chinese - 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.

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