Technical Support Manager / (Sr.) Technical Support Engineer Online Technical Support Team

Job Summary
Supermicro is seeking motivated and customer-oriented professionals to join our Online Technical Support team. In this role, you will serve as the primary technical contact for global customers and partners, providing pre-sales and post-sales technical consultation on server, storage, networking, and data center solutions.
You will work closely with cross-functional engineering, product management, and sales teams to deliver timely technical assistance, troubleshoot customer issues, and help customers understand the value and capabilities of our products and solutions.
This position is based at our headquarters in Taoyuan.

Key Responsibilities

• Serve as the first point of contact for customer technical inquiries regarding Supermicro products, solutions, and services
• Provide online technical support via phone, email, and web portal
• Assist customers with basic troubleshooting, system configuration, compatibility checks, and technical guidance
• Support both pre-sales and post-sales technical activities for global customers and partners
• Coordinate with internal engineering, product management, and sales teams to resolve customer issues efficiently
• Escalate critical or complex technical issues to appropriate teams when necessary
• Document customer issues, technical findings, and support activities accurately within internal systems
• Collect and provide customer feedback to engineering and product teams for product and service improvement
• Maintain up-to-date knowledge of server hardware, storage, networking, AI/HPC, and data center technologies
• Drive customer satisfaction through professional communication and service excellence