Sr. Solution Engineer
Remote · Germany
Job Summary
Sr. Solution Engineer for Service Partners in Germany (Remote) responsible for on-site and remote diagnostics, troubleshooting, and repair of Supermicro servers and systems. Lead preventive maintenance, ensure SLA commitments and repair cycle times, and serve as escalation point for complex technical issues. Provide Level 3 support to channel partners (resellers/distributors) and support enterprise solutions including GPU systems, BIOS/UEFI, storage protocols, and firmware configurations. Collaborate with TAMs, Service Managers, and Product Managers to develop service programs; train new service engineers and customers; conduct lab-based simulations; manage service tickets via the Service Portal; document fault triage and develop knowledge base content; present technical findings. Requires Bachelor’s degree or equivalent, 5+ years’ relevant experience, strong hardware/software troubleshooting, Linux/Windows proficiency, English & Arabic language ability, and willingness for varied shifts in a remote Germany-based role.
Required Qualifications
- 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
- Capable of lifting up to 50 lbs and standing for extended periods
- Capable of speaking and writing both English and Arabic languages
- Familiarity with basic Linux navigation required
- Maintain flexibility for shift work, weekends, and holidays, based on business needs
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