Sr. Technical Account Manager
At a glance
Senior Account Management role at Super Micro Computer. San Jose · $125,000–$150,000 base.
growthroles summary, based on the employer's posting.
What you'll do
- Serve as the main escalation contact for assigned service accounts, guiding urgent technical problems through to resolution
- Coordinate with engineering, sales, parts, logistics, RMA, production and other teams to support customers
- Track service cases so each receives timely follow-up, and introduce service programs with periodic operations reviews
- Visit customer sites to learn requirements and present service options, often alongside sales
- Prepare technical support materials for help desk and field engineer training when needed
What you bring
- At least eight years in the engineering or IT industry
- Strong experience with x86 server products
- Fluent English and clear, professional communication in writing and conversation
- You can troubleshoot under pressure and handle urgent, unexpected escalations with care
Who this fits
This senior post-sales role primarily supports one large OEM customer and suits someone with technical server experience who can coordinate across teams and manage escalations. Travel can reach a quarter of the time, and the work includes lifting up to 40 pounds, with a buddy system for items above 50 pounds. The listed salary range is $125,000 to $150,000 per year.
From the employer
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.
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