Senior Service Engineer

About Supermicro

Supermicro is a leading provider of advanced server, storage, and networking solutions catering to sectors such as Data Center, Cloud Computing, Enterprise IT, Big Data, Hyperscale, HPC, and IoT worldwide. Recognized among Silicon Valley's fastest-growing top 50 technology companies, we are expanding globally and inviting skilled engineers and technologists to join us in driving technology-led innovation.

Job Overview

We are looking for an experienced and technically proficient Senior Service Engineer based in Riyadh, Saudi Arabia. This role focuses on delivering post-sales support through hands-on field troubleshooting, maintenance, and system repairs at customer locations. The successful candidate should possess substantial experience with server and enterprise hardware, strong diagnostic skills, and the ability to lead service excellence across global customer projects.

Key Responsibilities

• Execute advanced diagnostics, troubleshooting, and repairs of Supermicro servers and systems both on-site and remotely.
• Lead preventive maintenance programs ensuring compliance with service level agreements and timely repair cycles.
• Act as the primary escalation point for complex technical problems, managing resolutions effectively.
• Provide Level 2 support to channel partners including resellers and distributors.
• Support enterprise-grade solutions involving GPU systems, networking components, firmware/BIOS updates, and cable management.
• Work collaboratively with Technical Account Managers, Service Managers, and Product Managers to create and improve service programs.
• Deliver training sessions for new service engineers and customers covering hardware and support protocols.
• Conduct lab simulations to reproduce and solve field issues.
• Handle service tickets using Supermicro’s service portal, ensuring prompt and quality resolution.
• Document fault analyses and contribute to knowledge base content and training materials.
• Prepare and present technical findings and reports as required.

Qualifications and Requirements

• Candidate must primarily hold Saudi nationality per Nitaqat regulations.
• Bachelor’s degree in Computer Science, Electrical or Computer Engineering, or similar fields; equivalent experience or military background is acceptable.
• Minimum 5 years’ experience in support and maintenance of complex server, storage, and networking systems.
• Strong technical expertise in GPU platforms, BIOS/UEFI, SAS/iSCSI storage protocols, Layer 3 switches, routers, and firmware configuration.
• Proven practical experience in break/fix environments with a focus on customer service.
• Familiar with both Windows and Linux operating systems; relevant certifications are advantageous.
• Advanced troubleshooting capabilities covering hardware diagnostics and software issues.
• Experience utilizing BMC management tools such as SMC IPMICFG, SUM, or equivalent tools like iLO or iDRAC.
• Excellent communication skills along with effective time management and multitasking abilities.
• Able to manage multiple projects across different functions in a fast-paced setting.
• Physical ability to lift up to 50 pounds and stand for prolonged periods.
• Fluent in English, both written and spoken.
• Basic Linux navigation knowledge is a prerequisite.

Equal Employment Opportunity

Supermicro is committed to diversity and provides equal opportunities to all qualified applicants regardless of race, religion, gender, sexual orientation, identity, age, disability, veteran status, marital status, pregnancy, genetic information, or any legally protected classification.