Manager, Global Service Full Time NEW

About Supermicro

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are amongst the fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer many new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us to drive accelerated growth and technology-led innovation in the global marketplace.

Job Summary

We are seeking an experienced, hands-on leader to manage a high-performing team of Field Engineers, Technical Account Managers, Service Desk professionals, and Logistics staff, supporting data center infrastructure across Saudi Arabia and the Gulf region, with potential expansion into EMEA.

This role requires a strong technical foundation in system engineering combined with deep expertise in Logistics & Importer/Exporter of Record (IOR/EOR) operations for high-value server hardware. You will oversee regional hardware depot locations, manage end-to-end shipping and handling, ensure compliance with local import/export laws, and secure the necessary certifications for transporting IT infrastructure into regulated markets—with a primary focus on Saudi Arabia and Dubai.

The ideal candidate will have leadership experience, technical expertise in server hardware (Supermicro, GPU-optimized rack-scale systems), and in-depth logistics compliance knowledge to drive operational excellence, meet service-level commitments, and deliver exceptional customer experiences.

Essential Duties And Responsibilities

• Lead and manage a cross-functional technical team providing on-site, remote, and customer-facing support across Saudi Arabia and the Gulf, with plans to expand into EMEA.
• Act as a technical authority for server hardware issues, with emphasis on Supermicro systems and GPU-based rack-scale deployments.
• Drive root cause analysis and continuous service improvements to enhance operational efficiency.
• Manage SLAs, KPIs, and field service performance; optimize processes for service desk and on-site support.
• Recruit, train, and mentor technical and logistics staff to build a high-performance, accountable team.
• Oversee special handling requirements and hardware depot operations, including inventory, distribution, and receipt management.
• Handle customs documentation and ensure compliance with UAE import/export trade laws and licensing requirements.
• Coordinate international shipments and work with logistics partners to meet timelines while optimize cost, routes and delivery timelines.
• Obtain and maintain permits, licenses, and special certifications for importing/exporting server hardware.
• Act as the regional point of contact for all logistics, import/export, compliance challenges and regulatory bodies to ensure smooth operations.
• Proactively address shipment delays, customs hold, and compliance challenges and create contingency plans to avoid disruptions.
• Support pre-sales and post-sales technical discussions, including customer onboarding and project planning.

Qualifications

Required Qualifications:

• Bachelor’s degree in Computer Engineering, Information Technology, or related field (Master’s preferred).
• 8+ years in data center operations, server/system engineering, or IT infrastructure, with 3+ years in a technical leadership role.
• Strong system engineering background with enterprise server troubleshooting experience.
• Expertise in Supermicro servers, rack-scale architecture, and GPU-accelerated systems.
• Familiarity with x86 server components (BIOS, BMC, CPUs, memory, storage interfaces).
• Proven team leadership in mission-critical environments.
• Excellent customer-facing communication skills.
• 5+ years in logistics/import/export management, preferably in IT hardware.
• Demonstrated IOR/EOR experience in the Middle East, with deep knowledge of Saudi Arabia and UAE import/export laws.
• Hands-on experience in depot operations and inventory management.
• Skilled in freight forwarding, customs brokerage, and shipment documentation.
• Proven track record in obtaining special licenses and certifications for restricted/high-tech equipment.
• Fluency in English required; Arabic strongly preferred.

Preferred Certifications (Not Required)

• Supermicro Certified Professional (SCP)
• CompTIA Server+, DCCA, or equivalent
• ITIL Foundation or similar ITSM certifications
• Knowledge of Saudi ZATCA customs and Dubai Trade/DP World systems

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro 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.