Senior Service Engineer

About the Company

Supermicro is recognized as a leading provider of cutting-edge server, storage, and networking solutions catering to diverse sectors including Data Center, Cloud Computing, Enterprise IT, Big Data, HPC, and IoT/Embedded markets worldwide. As one of the rapidly growing Silicon Valley technology companies, it is expanding globally and offers exciting opportunities for talented and driven engineering professionals.

Position Overview

We are looking for a skilled and experienced Senior Service Engineer to join our Global Service Team based in Riyadh, Saudi Arabia. This role involves hands-on post-sales technical support including on-site troubleshooting, maintenance, and repair of Supermicro systems at customer locations. The position demands strong expertise in server and enterprise hardware support alongside excellent diagnostic skills to provide superior service across international client engagements.

Key Responsibilities

• Conduct advanced diagnostics, troubleshooting, and repairs on Supermicro servers and systems both remotely and on-site.
• Lead preventive maintenance activities and ensure compliance with service level agreements and repair turnaround times.
• Serve as the escalation contact for complex technical challenges, managing such issues efficiently and professionally.
• Deliver Level 2 technical support to channel partners such as resellers and distributors.
• Support enterprise-grade solutions including GPU setups, networking hardware, firmware and BIOS management, and cable organization.
• Collaborate with Technical Account Managers, Service Managers, and Product Managers to create and refine service programs.
• Provide training to new service engineers and customers on hardware maintenance and support protocols.
• Perform laboratory simulations and tests replicating field problems for resolution.
• Manage support cases via Supermicro's Service Portal ensuring prompt and quality solutions.
• Document troubleshooting procedures, contribute to the knowledge base, and develop training content.
• Prepare and deliver technical reports and findings as required.

Candidate Requirements

• Saudi nationals preferred, in alignment with Nitaqat regulations.
• Bachelor’s degree in Computer Science, Electrical or Computer Engineering, or equivalent military experience.
• At least five years of practical experience supporting and maintaining complex servers, storage, and networking infrastructure.
• Comprehensive knowledge of GPU platforms, BIOS/UEFI configurations, SAS/iSCSI storage protocols, Layer 3 network devices including switches and routers, and firmware settings.
• Hands-on experience in break/fix operations with excellent customer service skills.
• Comfortable working with both Windows and Linux OS environments; relevant certifications are advantageous.
• Strong analytical aptitude for hardware and software troubleshooting.
• Experience using BMC management tools such as SMC IPMICFG and SUM, or equivalents like iLO/iDRAC.
• Excellent communication, time management, and multitasking abilities necessary for managing concurrent projects.
• Physical ability to lift weights up to 50 pounds and stand for long periods during service calls.
• Proficient English communication skills, both written and verbal.
• Basic proficiency in Linux system navigation is mandatory.

Equal Opportunity Statement

Supermicro is committed to providing equal employment opportunity and encourages diversity within its workforce. All qualified applicants are considered without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.