(Sr.) Service Engineer

Job Req ID: 27980 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 amongst the fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer many new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us to drive accelerated growth and technology-led innovation in the global marketplace. 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. The ideal candidate has a strong background in server and enterprise hardware support, exceptional diagnostic capabilities, and the ability to lead service excellence efforts across global customer engagements. 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 (In accordance with the Nitaqat regulations (Saudization), this position primarily seeks candidates with Saudi nationality) • 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. EEO Statement Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status. Show more Show less

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). Full professional proficiency in English (spoken and written). Familiarity with basic Linux navigation is required.

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.