Location: Alpharetta, GA — On-site, 5 days/week
Department: Operations
Reports To: Field & Support Manager, North America
Status: Full-Time, Exempt
Position Summary
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.
This is a full-time, in‑office role based in Alpharetta, GA.
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.
Teamwork & Cultural Alignment
- Uphold Evernex values including Ingenuity, Trustworthiness, Knowledge Sharing, and Professional Confidence.
- Demonstrate flexibility, initiative, and strong collaborative habits.
Required:
- 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