Provide onsite and remote troubleshooting, diagnosis, and resolution of complex technical issues related to Supermicro servers and DCBBS solutions in enterprise environments
Support system deployments, including installation, configuration, and integration of DCBBS solutions at customer sites.
Manage post-sale engineering inquiries, serving as a key technical resource for customers, resellers, and distributors.
Deliver 1st line technical support to resellers and distributors on DCBBS and server-related issues
Drive customer satisfaction through proactive service excellence, preventive maintenance, and efficient repair/parts cycle management
Conduct tests and simulations at Supermicro facilities to replicate and resolve customer issues
Travel to customer sites to support deployments, provide training, and resolve critical issues (up to 40% travel)
Effectively manage and own customer cases, demonstrating self-sufficiency in the field
Defuse challenging customer situations with professionalism and strong problem-solving skills
Determine root causes by collaborating with customers and internal engineering teams, then implement or escalate solutions appropriately
Produce clear technical reports, metrics, and case documentation
Participate in multiple cross-functional projects in a fast-paced, dynamic environment
Work flexible hours/shifts, including weekends and holidays when required to meet customer needs

Bachelor’s degree in Computer, Mechanical, or Electrical Engineering or related field (or equivalent work experience) preferred
At least 5+ years of experience in technical support or field service for HVAC/ liquid cooling solutions is preferred
Strong hands-on experience with HVAC/ liquid cooling solutions
Demonstrated experience supporting thermal solutions or similar data center technologies is highly preferred
Excellent troubleshooting skills with both onsite and remote support methodologies
Strong project management, time management, and organizational skills
Proven ability to manage deployments and post-sale technical inquiries
Ability to work effectively in a fast-paced environment, prioritize tasks, and drive issues to resolution
Full professional proficiency in verbal and written communication
Willingness to travel up to 40% as needed.

Technical Support Engineer, Thermal & HVAC

Key skills