About the role

The Tier 1 Technical Support Engineer provides support for hyper-converged computing clusters by answering customer inquiries and troubleshooting technical issues. They are also responsible for escalating complex problems to Tier 2 and participating in on-call rotations to ensure high customer satisfaction.

What they look for

Technical Support Troubleshooting Problem-solving Windows Server Linux Networking TCP/IP DNS Firewall Hardware knowledge Ticketing systems Communication skills Customer service Project management Analytical skills Collaboration

Requirements

Candidates must have 1-2 years of experience in IT support or helpdesk roles with a solid understanding of networking fundamentals and Windows Server. Proficiency in Linux command line, hardware basics, and the ability to document findings clearly are also required.

Full description

Description

The Tier 1 Technical Support Engineer is a critical role in supporting our post-sales Scale Computing customers because our number one goal is to make our customers exceptionally happy when they seek our support. We believe in the Best Ever experiences from the inside out - so this means we’re looking for an approachable, friendly candidate who will love their co-workers as much as we love them.

A successful Tier 1 Support Engineer requires impeccable problem-solving, communication, and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment. Our employees are intelligent, enthusiastic, entrepreneurial, and actively create the vision of Scale Computing.

Tier 1 Support Engineers will work directly with the entire support organization to maintain an above-industry average Net Promoter Score (NPS) and meet/exceed Team and Individual goals and Key Performance Indicators (KPIs) as established by Support Management—bonus points for those who are passionate about delivering high customer satisfaction.

Great candidates will look like this:

Enjoy troubleshooting and problem-solving analytically
Understand customer needs and ensure clarity on the status of technical issues
A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
An excellent communicator, written and verbal, who is efficient and effective with customers and colleagues via web conferences, email, and in-person interactions
A motivated self-starter who thrives on prioritization and follow-through
Passionately creative in mindset and has the ability to adapt quickly to evolving business needs

Responsibilities

Complete Scale Computing’s Onboarding program and work with management to identify any gaps in the training plan
Provide support for the Hyper-converged computing clusters for Scale Computing end-users, customers, and partners
Answer customer calls and respond to customer cases via all origins (email, chat, etc.) while delighting our customers with a friendly and helpful experience
Troubleshoot and problem-solve analytically while utilizing a vast knowledge base of documentation and other standard operating procedures (SOPs)
Escalate issues not resolvable via the knowledge base to Tier 2, as well as set customer expectations for follow-up (i.e., when to expect a follow-up contact and by whom)
Participate in the on-call rotation as agreed by the Tier 1 & 2 Support team. When on-call, be prepared to address technical issues at all times
Partner with our Services team for scheduled Service-related tasks, including installation of SC//Platform and 3rd party product integrations
Provides excellent customer service to EVERY internal and external customer
Stay up-to-date on new product features and updates, and proactively seek out additional resources and training to deepen understanding of the product.
Develop and maintain supplemental skills such as networking and 3rd-party product integrations, which can help enhance overall product knowledge.
Learn and maintain advanced technical knowledge about all aspects of supported products and services provided by Scale Computing
Understand 3rd-party product integrations sold and supported by Scale Computing

Requirements

Required skills/experience

1–2 years of experience in IT Support / Helpdesk / Infrastructure support
Hands-on experience with Windows Server (AD, DNS, basic troubleshooting) - Not required but a plus
Basic Linux command line skills (SSH, navigating directories, viewing logs, running diagnostic commands)
Understanding of networking fundamentals (TCP/IP, VLANs, DNS, basic firewall concepts)
Basic hardware knowledge (HDD vs SSD, RAID/mirroring concepts, CPU/RAM fundamentals)
Experience using a ticketing system (Salesforce, ServiceNow, Jira, etc.)
Ability to gather logs, document findings clearly, and escalate appropriately
Excellent communication skills tailored to audiences at all levels, including C-suite executives, engineering, and other business support staff
Proficient in organization, project management, and follow-through