Sr. Technical Account Manager

Job Req ID: 30491

About Supermicro:

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.
 

Job Summary:

The Senior Technical Account Manager is responsible for post sales management of assigned accounts for global service customers. The TAM will serve as the main escalation point for service customers and will work closely with engineering teams, sales, and various internal and external organizations in supporting the customers. TAM's are a critical part of post-sales support and need to be able to demonstrate technical aptitude in working with server products in addition to excellent interpersonal skills. Typical job duties may include (not limited to) and will be responsible for:  Technical Consultations, Solution Optimization, Bridging with  Supermicro Subject Matter Experts (SMEs) (Engineering, Product Managers, Program Managers), Technical Guidance, Ensuring product performance, Business continuity planning, Recurring service-related "check-in" meetings,  Single Point of Contact (POC) during a technical crisis,  Annual System Health Checks & Quarterly Business Review (QBR).

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):

• Work closely with engineering teams, sales, Parts, logistics, RMA department, production, and various internal/external organizations in supporting their assigned customers.
• Introduce service programs to customers and periodically (or on demand) follow up with the customers for operations review, etc.
• Solve issues/challenges escalated by help desk and field engineers and if the issue requires further escalation work with various engineering teams and drive the issue to resolution.
• Monitor assigned accounts to ensure that service cases do not fall into gaps and are followed up in a timely fashion. This position will primarily manage one very large OEM customer, so significant experience is required.
• Gather and compile technical support documentations for training help desk and field engineers as required.
• Manage various escalations from customers and direct them appropriately to guarantee the highest levels of satisfaction.
• Visit customer locations to understand customer’s requirements and present service solutions (often accompanied by sales).
• Ability to lift up to 40 lbs. and ability to utilize a “buddy system” for products weighing more than 50 lbs.
• Travel is required (up to 25%).

Qualifications:

• Bachelor's degree in engineering or another technical field preferred.
• 8+ years of experience in engineering/IT industry.
• Strong background working with x86 based server line of products.
• Must be punctual and detail oriented. Fluent in English.
• Excellent professional communication (both oral and written) and interpersonal skills.
• Excellent troubleshooting and problem-solving skills.
• Ability to work efficiently under pressure as many escalated issues tend to be urgent and unexpected.
• Familiarity with Linux and GPU server hardware is a plus.

Salary Range

$125,000 - $150,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.