Technical Support Manager/(Sr.) Engineer, online

Summary: Supermicro is looking for stellar engineers to join our command center team. In this role, you will serve as the first point of contact, utilize your technical knowledge and help address inquiries via phone, e-mail, web portal on our products, solutions, and services. You will also partner with cross-functional engineering teams to understand the latest technology, and translate the technical specifications to common language for the clients. This role will be based in the headquarters located in Taoyuan, Taiwan. Duties and Responsibilities: - Serve as first point of contact and address to customer’s inquiries and questions regarding to Supermicro products, solutions, and services - Act as pre and post sales liaison between field and cross-functional product management teams - Identify, document, and resolve customer issues; escalate critical customer’s questions and issues to the correspondent team and management - Assisting clients to perform basic troubleshooting via phone, e-mail, or web portal - Provide inputs to designing team on customer’s feedback on new products improvement - Provide technical support over the phone/or web to customers on hardware and software issues - Drive customer satisfaction through service excellence - Ability to work two shift rotation (9:00~18:00; 13:00~22:00) Duties - Serve as first point of contact and address to customer’s inquiries and questions regarding to Supermicro products, solutions, and services - Act as pre and post sales liaison between field and cross-functional product management teams - Identify, document, and resolve customer issues; escalate critical customer’s questions and issues to the correspondent team and management - Assisting clients to perform basic troubleshooting via phone, e-mail, or web portal - Provide inputs to designing team on customer’s feedback on new products improvement - Provide technical support over the phone/or web to customers on hardware and software issues - Drive customer satisfaction through service excellence - Ability to work two-shift rotation (09:00~18:00; 13:00~22:00)