Senior Support Engineer (X86 Server Focus)
Location: Alpharetta, GA — On-site, 5 days/week
The Senior Support Engineer provides advanced Level 2–3 technical support for Evernex’s hardware maintenance services with a primary focus on X86 server platforms across multiple OEM environments. This role supports complex technical issues, contributes to service improvement initiatives, and ensures high levels of operational performance and customer satisfaction.
The position requires strong technical expertise, an analytical mindset, and a commitment to delivering consistent, high‑quality support. The ideal candidate is open‑minded, adaptable, and willing to participate in training to expand their skills across additional products and technologies beyond their current knowledge base.
Key Responsibilities
X86 Server Support & Service Execution
- Deliver L2–L3 technical support for X86 server platforms across OEMs such as HPE, Dell/EMC, IBM/Lenovo, Supermicro and others.
- Maintain and expand Evernex’s supported X86 server product list.
- Support the transition of outsourced service activity to internal Evernex capabilities where appropriate.
- Assist in evaluating and onboarding backend support partners and field delivery partners.
- Take part in the engineering standby/on‑call rotation in the future.
Advanced Technical Support
- Handle escalated technical issues involving X86 server hardware from diagnosis through resolution.
- Serve as a highly skilled resource for troubleshooting and root‑cause analysis.
- Provide knowledge sharing and situational guidance to other technical team members when appropriate.
- Support sales engineering requests when assigned.
- Maintain lab environment for diagnostics, testing, training, and validation activities.
- Develop and maintain Standard Operating Procedures (SOPs) relevant to hardware service delivery.
Client Satisfaction & Service Excellence
- Support SLA achievement and response-time targets.
- Deliver reliable, consistent service to strengthen customer retention.
- Communicate clearly and professionally with clients, partners, and internal teams.
Qualifications
- Two-year degree or 3+ years of relevant hardware, field service, or enterprise technical support experience with multi‑OEM exposure. Preferred Bachelor’s degree or 5+ years of progressive enterprise hardware support experience
- 3+ years supporting X86 server hardware in field service, enterprise operations, or OEM/TPM environments.
- Experience supporting multiple OEM platforms (HPE, IBM/Lenovo, Dell/EMC, etc.).
- OEM or TPM field support experience and/or remote technical support experience for X86 server or storage environments.
- Ability and willingness to learn additional products outside current skillset, including participation in structured training programs.
- Strong diagnostic and root‑cause analysis skills for X86 server hardware.
- Clear, effective communication skills—written and verbal.
- Ability to interpret OEM error codes, utilize knowledge bases, and apply effective troubleshooting methodologies.
- Strong organizational and analytical skills with the ability to prioritize multiple tasks.
- Ability to lift up to 50 lbs. and work within client data center environments when needed.
- Demonstrated openness to learning, development, and expanding technical expertise.
Working Conditions
- Standard schedule: Monday–Friday, 8am–5pm, with occasional extended hours, unimpeded travel, or weekend work.
- Work performed in office and climate‑controlled client environments.
