(Sr.) Service Engineer
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Key skills for this role
About the Role
Super Micro Computer is seeking an experienced Sr. Service Engineer for post-sales support in Riyadh, including field troubleshooting, maintenance, and repair of servers and enterprise hardware.
Key Skills for This Role
Responsibilities
- Perform advanced on site and remote diagnostics, troubleshooting, and repair of Supermicro servers and systems
- Lead preventive maintenance efforts and ensure adherence to SLA commitments and repair cycle times
- Serve as escalation point for complex technical issues and manage them professionally and efficiently
- Provide Level 2 support to channel partners, including resellers and distributors
- Support enterprise solutions, including GPU systems, networking, firmware/BIOS, and cable management
- Collaborate with TAMs, Service Managers, and Product Managers to develop service programs
- Train new service engineers and customers on hardware and support procedures
- Conduct lab based simulations and tests to replicate and resolve field issues
- Manage service tickets using Supermicro’s Service Portal, ensuring timely and high quality resolution
- Document fault triage, develop knowledge base content, and contribute to training materials
- Present technical findings and reports as needed
Requirements
- Bachelor's degree in Computer Science, Electrical/Computer Engineering, or related field; equivalent experience or military background also considered
- 5+ years of experience supporting and maintaining complex server, storage, and networking environments
- Deep technical knowledge of GPU platforms, BIOS/UEFI, storage protocols (SAS/iSCSI), Layer 3 switches, routers, and firmware configurations
- Proven field experience in break/fix support, with an emphasis on customer interaction and service delivery
- Familiar with both Windows and Linux operating environments; certifications are a plus
- Strong troubleshooting skills, including hardware diagnostics and software related issue analysis
- Proficiency with BMC tools such as SMC IPMICFG and SUM (or equivalent like iLO/iDRAC)
- Excellent communication, time management, and multitasking skills
- Ability to manage multiple cross functional projects in a dynamic and fast paced environment
- Must be physically capable of lifting up to 50 lbs and standing for extended periods
- Full professional proficiency in English (spoken and written)
- Familiarity with basic Linux navigation is required
Full Job Posting
Job Summary
- We are seeking an experienced and technically skilled (Sr.) Service Engineer to join our Global Service Team. This hands on role is based in Saudi Arabia, Riyadh and focuses on post sales support, including field based troubleshooting, maintenance, and system repairs at customer sites.
Essential Duties And Responsibilities
- Perform advanced on site and remote diagnostics, troubleshooting, and repair of Supermicro servers and systems.
- Lead preventive maintenance efforts and ensure adherence to SLA commitments and repair cycle times.
- Serve as escalation point for complex technical issues and manage them professionally and efficiently.
- Provide Level 2 support to channel partners, including resellers and distributors.
- Support enterprise solutions, including GPU systems, networking, firmware/BIOS, and cable management.
- Collaborate with TAMs, Service Managers, and Product Managers to develop service programs.
- Train new service engineers and customers on hardware and support procedures.
- Conduct lab based simulations and tests to replicate and resolve field issues.
- Manage service tickets using Supermicro’s Service Portal, ensuring timely and high quality resolution.
- Document fault triage, develop knowledge base content, and contribute to training materials.
- Present technical findings and reports as needed.
Qualifications
- Bachelor’s degree in Computer Science, Electrical/Computer Engineering, or related field; equivalent experience or military background also considered.
- 5+ years of experience supporting and maintaining complex server, storage, and networking environments.
- Deep technical knowledge of GPU platforms, BIOS/UEFI, storage protocols (SAS/iSCSI), Layer 3 switches, routers, and firmware configurations.
- Proven field experience in break/fix support, with an emphasis on customer interaction and service delivery.
- Familiar with both Windows and Linux operating environments; certifications are a plus.
- Strong troubleshooting skills, including hardware diagnostics and software related issue analysis.
- Proficiency with BMC tools such as SMC IPMICFG and SUM (or equivalent like iLO/iDRAC).
- Excellent communication, time management, and multitasking skills.
- Ability to manage multiple cross functional projects in a dynamic and fast paced environment.
- Must be physically capable of lifting up to 50 lbs and standing for extended periods.
- Full professional proficiency in English (spoken and written).
- Familiarity with basic Linux navigation is required.
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