Senior Solution Engineer

This is a fully remote position, open to applicants in Germany.

📋 Description

• Conduct advanced diagnostics, troubleshooting, and repairs for Supermicro servers and systems, both on-site and remotely.

• Take the lead on preventive maintenance initiatives and ensure compliance with SLA commitments and repair timelines.

• Act as the escalation point for intricate technical issues, managing them with professionalism and efficiency.

• Provide Level 3 support to channel partners, including resellers and distributors.

• Assist with enterprise solutions, encompassing GPU systems, networking, firmware/BIOS, and cable management.

• Collaborate with Technical Account Managers (TAMs), Service Managers, and Product Managers to create service programs.

• Train new service engineers and customers on hardware and support procedures.

• Conduct laboratory-based simulations and tests to replicate and solve field issues.

• Manage service tickets through Supermicro’s Service Portal, ensuring prompt and high-quality resolutions.

• Document fault triage, create knowledge base content, and contribute to training materials.

• Present technical findings and reports as required.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Electrical/Computer Engineering, or a related field; equivalent experience or military background is also acceptable.

• Over 5 years of experience in supporting and maintaining complex server, storage, and networking environments.

• Profound technical knowledge of GPU platforms, BIOS/UEFI, storage protocols (SAS/iSCSI), Layer 3 switches, routers, and firmware configurations.

• Demonstrated field experience in break/fix support, focusing on customer interaction and service delivery.

• Proficient in both Windows and Linux operating systems; relevant certifications are advantageous.

• Strong troubleshooting abilities, including hardware diagnostics and analysis of software-related issues.

• Skilled in using BMC tools such as SMC IPMICFG and SUM (or their equivalents like iLO/iDRAC).

• Excellent communication, time management, and multitasking capabilities.

• Ability to manage multiple cross-functional projects in a fast-paced and dynamic environment.

• Capable of lifting up to 50 lbs and standing for extended durations.

• Proficient in speaking and writing in both English and Arabic.

• Basic knowledge of Linux navigation is required.

• Willingness to work shifts, including weekends and holidays, based on business needs.

🏝️ Benefits

• EEO Statement: Supermicro is an Equal Opportunity Employer and values diversity in our workforce.