Software Technical Support Engineer

Job Req ID: 29184

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.
 

Job Summary:

In this role, you will serve as the second tier of software product technical support consultant, utilize your technical knowledge, and help address problems via phone, e-mail, business meeting and other tools. You also need to co-work with PM, FAE, Sales team for Customer Proof of Concept process, and write the technical documents by the experience of trouble shooting, customer issue feedback, etc.

Essential Duties and Responsibilities:

In this role, you will serve as the second tier of software product technical support consultant, utilize your technical knowledge, and help address problems via phone, e-mail, business meeting and other tools. You also need to co-work with PM, FAE, Sales team for Customer Proof of Concept process, and write the technical documents by the experience of trouble shooting, customer issue feedback, etc.

Duties and Responsibilities:

- Perform Software product testing, documenting.

- Serve as the second tier of software product technical support consultant

- Identify, document, and resolve customer issues; escalate critical customer questions and issues to the correspondent team and management

- Act as pre and post sales liaison between field and cross-functional product management teams

- Provide inputs to the design team on customer’s feedback on new products improvement

- Provide technical support over the phone/or web to customers on software issues

- Drive customer satisfaction through service excellence

Qualifications:

Desired Background

•Technical degree (BS in CS or EE or equivalent) is preferred.

• 3+ years working experience in software product testing or system operation is preferred.

Desired Skills & Experience

1. Working experience with Kubernetes or a similar Cloud environment is required. 

2. Familiar operating on Linux system; Ability to diagnose & troubleshoot system level issues.

3. Can solve technical problems independently.

4. Familiar with TCP/IP Layer 2, Layer 3, IPv6, Data Center Bridge is a plus

5. Certificates, Licenses, Registrations:CCNA, LPI/RHCE are considered a plus.

6. Experience of virtualization systems and/or Kubernetes is a plus.