Technical Support Associate

Supermicro is seeking a Technical Support Associate to join our Services and Support organization at our San Jose, CA headquarters. This on-site role involves daily and timely communication and interaction with customers via phone, email, and our ticket tracking system, verifying service entitlements, providing technical assistance, processing shipment of replacement parts, RMAs, and dispatching Service Engineers to provide on-site support.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related technical field (required)
• 1+ years of experience in technical support, IT service coordination, or customer support engineering
• Strong attention to detail and ability to follow documented procedures accurately
• Experienced with high end computing, server, or data center hardware
• Excellent time management, prioritization, and multitasking abilities
• Proficiency with ticketing systems (Salesforce, ServiceNow, Jira, Kayako)
• Excellent listening, verbal, and written communication skills
• Strong technical aptitude, experienced with analyzing logs and utilizing a multitude of different tools and portals
• Understanding of break-fix fundamentals, strong remote troubleshooting, and system diagnostic skills
• Comfortable working in a fast-paced, mission critical, customer centric, SLA-driven environment
• Strong work ethic along with a proven history of providing an exceptional customer experience

Benefits

• Comprehensive benefits package
• Participation in bonus and equity award programs