Technical Account Manager

Company Overview

Supermicro is a leading provider of cutting-edge server, storage, and networking solutions tailored for Data Center, Cloud Computing, Enterprise IT, Hadoop/Big Data, Hyperscale, HPC, and IoT/Embedded customers globally. Ranked as the 5th fastest growing technology firm among Silicon Valley's Top 50, the company is experiencing rapid international growth and is seeking talented and dedicated professionals to join its team.

Role Summary

The Technical Account Manager will be a vital member of Supermicro's Global Service Team, focused on delivering exceptional field support for server system repairs and resolutions at customer locations. This full-time role demands strong technical expertise with server hardware coupled with excellent communication skills to effectively manage customer relationships and field engineering operations.

Key Responsibilities

• Act as the principal point of contact for the Firmus project, overseeing both system deployment and subsequent onsite service tasks.
• Coordinate and plan system installations, rack integrations, and onsite testing alongside project managers, logistics, and field engineers.
• Monitor service delivery to ensure prompt responses to customer requests, incident reports, and escalations.
• Collaborate closely with engineering, sales, RMA, and production teams to troubleshoot and resolve technical or operational concerns.
• Provide technical guidance, documentation, and training to field engineers during deployments and service activities.
• Manage communication with customers, supplying status updates and compiling reports on service activities and performance.
• Ensure availability of spare parts and site support to minimize downtime and comply with service level agreements.
• Conduct onsite visits as necessary to evaluate customer environments, gather feedback, and uphold Supermicro’s service quality standards.
• Contribute to the development of service procedures and best practices informed by project insights and client feedback.
• Willingness to travel up to 25% to customer sites or regional data centers.

Required Qualifications

• A bachelor's degree in engineering or a related technical discipline.
• At least five years of experience in the engineering or IT sector.
• Experience working with x86 product lines.
• Strong punctuality and attention to detail.
• Fluent English communication skills, both verbal and written.
• Excellent interpersonal abilities.
• Proficient troubleshooting and problem-solving skills.
• Ability to maintain efficiency under pressure, managing urgent and unexpected escalations.
• Knowledge of Linux and virtualization technologies is advantageous.

Equal Opportunity Statement

Supermicro is committed to diversity and inclusion, providing equal employment opportunities without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, marital status, pregnancy, genetic information, or any other legally protected category.