Service Support Engineer

3 weeks ago


Milpitas, United States Aivres Full time

Aivres is a leading data center servers and storage solutions provider committed to delivering innovative technologies that propel the world’s leading industries to new frontiers. We widely deliver and deploy cutting-edge hardware products and designs to major data centers across the US, supporting critical modern applications that include cloud, AI, big data, mass storage, and edge. Our unique JDM model enables open collaboration with partners and customers to develop purpose-built, performance-optimized solutions that tackle different workloads and overcome real-world challenges.


We are looking for an experienced and self-driven Service Support Engineer to join our Milpitas California office.


Primary Responsibilities

  • Technical Support: Provide L1.5-L2 technical support on datacenter server products, serving as an escalation point for end users.
  • RMA Management: Assist with reviewing and processing RMA requests submitted by end users, ensuring efficient handling and resolution.
  • Liaison Role: Act as a bridge between customers and engineering teams to provide resolutions and root cause analysis (RCA).
  • Product Repair and Testing: Verify, repair, and test returned products, including individual components and full systems.
  • Firmware Updates: Update firmware on spare parts according to engineering change (EC) requirements.
  • RTV/Vendor RMA: Assist with RTV and vendor RMA testing and submissions, ensuring accurate and timely processes.
  • Onsite Support: Travel to customer locations to troubleshoot and repair systems as needed.
  • Training: Provide training to customers and third-party vendors on product service and repair procedures.
  • Documentation: Review and update service-related documentation, including manuals and standard operating procedures (SOPs).
  • Lab Management: Oversee and manage service lab fixtures, tools, and equipment.
  • Additional Projects: Participate in other projects as needed.



Qualifications

  • Education: Bachelor’s degree in Electrical Engineering, Computer Science, Computer Science Engineering, or equivalent work experience.
  • Experience: Minimum of 3+ years of customer-facing role in supporting and servicing complex datacenter products.
  • Technical Skills: Strong hardware troubleshooting and diagnostic abilities; hands-on experience with server systems; familiarity with Linux environments.
  • Knowledge: In-depth understanding of x86 server systems, BMC, BIOS, and other firmware.
  • Communication: Excellent verbal and written communication skills.
  • Tools: Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • Language: Professional proficiency in English and Mandarin Chinese (reading, writing, speaking).
  • Travel: Willingness to travel up to 15% as required


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