Technical Support Engineer
Core
Provide Tier 1 and Tier 2 technical support for hyper-converged computing clusters to end users, customers, and partners via phone, email, and chat.
Role type
Tier 1/2 Technical Support Engineer
Builds
Customer support experience and knowledge base for Scale Computing platforms
Domain
IT Infrastructure / Hyper-converged computing
Deliverable
client delivery
Required skills
Linux command-line, networking fundamentals (TCP/IP, VLANs, DNS), hardware troubleshooting (HDD/SSD, RAID, CPU, RAM), ticketing systems (Salesforce, ServiceNow, Jira), Windows Server basics, analytical troubleshooting
Preferred skills
Active Directory, firewall concepts, third-party product integrations, SC Platform installations
Technologies
Active Directory, Firewall, Hardware, JIRA, Linux, Salesforce, ServiceNow, TCP/IP, Windows, Web
Responsibilities
Answer customer calls and respond to cases via email and chat; troubleshoot issues using documentation and SOPs; escalate unresolved issues; participate in on-call rotation; coordinate with Services team on installations and integrations; maintain advanced technical knowledge of supported products.
Seniority
Junior to Mid-level, hands-on IC