About the Role
We are seeking an experienced and technically skilled (Sr.) Service Engineer to join our Global Service Team. This hands-on role is based in Riyadh, Saudi Arabia, and focuses on post-sales support, including field-based troubleshooting, maintenance, and system repairs at customer sites. The ideal candidate has a strong background in server and enterprise hardware support, exceptional diagnostic capabilities, and the ability to lead service excellence efforts across global customer engagements.
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Essential Duties and Responsibilities
- Perform advanced on-site and remote diagnostics, troubleshooting, and repair of servers and systems.
- Lead preventive maintenance efforts and ensure adherence to SLA commitments and repair cycle times.
- Serve as an escalation point for complex technical issues and manage them professionally and efficiently.
- Provide Level 3 support to channel partners, including resellers and distributors.
- Support enterprise solutions, including GPU systems, networking, firmware/BIOS, and cable management.
- Collaborate with TAMs, Service Managers, and Product Managers to develop service programs.
- Train new service engineers and customers on hardware and support procedures.
- Conduct lab-based simulations and tests to replicate and resolve field issues.
- Manage service tickets using the company's Service Portal, ensuring timely and high-quality resolution.
- Document fault triage, develop knowledge base content, and contribute to training materials.
- Present technical findings and reports as needed.
Qualifications
- Bachelor’s degree in Computer Science, Electrical/Computer Engineering, or related field; equivalent experience or military background also considered.
- 5+ years of experience supporting and maintaining complex server, storage, and networking environments.
- Deep technical knowledge of GPU platforms, BIOS/UEFI, storage protocols (SAS/iSCSI), Layer 3 switches, routers, and firmware configurations.
- Proven field experience in break/fix support, with an emphasis on customer interaction and service delivery.
- Familiarity with both Windows and Linux operating environments; certifications are a plus.
- Strong troubleshooting skills, including hardware diagnostics and software-related issue analysis.
- Proficiency with BMC tools such as IPMICFG and SUM (or equivalent like iLO/iDRAC).
- Excellent communication, time management, and multitasking skills.
- Ability to manage multiple cross-functional projects in a dynamic and fast-paced environment.
- Capable of lifting up to 50 lbs and standing for extended periods.
- Capable of speaking and writing both English and Arabic languages.
- Familiarity with basic Linux navigation is required.
- Maintain flexibility for shift work, weekends, and holidays, based on business needs.
EEO Statement
This organization is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of this organization 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.
