Sr. Technical Account Manager
At a glance
Senior Account Management role at Super Micro Computer. San Jose · $105,000–$140,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Act as the primary escalation contact for assigned global service accounts, coordinating with engineering, sales, RMA, and production
- Track service cases across accounts so follow-ups happen promptly and no issue gets overlooked
- Investigate help desk and field-engineer escalations, involving engineering teams when needed and pushing issues through resolution
- Introduce service programs, conduct operational reviews, and present service options during customer visits
- Coordinate on-site integration work and assemble technical materials for help desk and field-engineer training
What you bring
- At least eight years in engineering or IT, with substantial experience supporting one very large customer
- A strong working background with x86 product lines and the technical judgment to troubleshoot server-related issues
- A bachelor's degree in engineering or another technical discipline is preferred
- Fluent English plus clear written and spoken communication, with a punctual, detail-focused approach
Who this fits
This suits a senior technical account manager who can handle urgent escalations, work across internal and external teams, and support server products directly. You will travel to customer sites for up to a quarter of your time, lift equipment weighing up to 40 pounds, and use a buddy system for products over 50 pounds. The role is based in San Jose and centers on post-sales support for a primary large account.
From the employer
Job Req ID: 28362
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 Sr. Service Technical Account Manager is responsible for post sales management of assigned accounts for global service customers. TAM will serve as the main escalation point of contact for the service customers and will be working 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 needs to be able to demonstrate technical aptitude in working with server products in addition to excellent interpersonal skills.
Essential Duties and Responsibilities:
Includes the following essential duties and responsibilities (other duties may also be assigned):
• Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations in supporting the customers
• Introduce service program to the 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 escalations work with various engineering teams and drive to the resolution
• Monitor the assigned accounts to make sure that service cases do not fall into gaps and are followed up timely. This position will manage primarily 1 very large customer, so significant experience is required
• Gather and compile technical support documentations for training help desk and field engineers
• Manage various escalations from the customers and direct them appropriately
• Visit customers to understand customer’s requirements and present service solutions (often accompanied by sales)
• Plan and coordinate onsite integration activities
• 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 other technical field preferred
• 8+ years of experience in engineering/IT industry
• Strong background working with x86 based line of products
• Must be punctual and detail-oriented. Fluent in English
• Excellent 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 Virtualization is a plus
Salary Range
$105,000 - $140,000
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.
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