Tier 1 Technical Support Engineer
Key Skills for This Role
Full Job Posting
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
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
About Scale Computing INC
Scale Computing is a private edge-computing and hyperconverged-infrastructure company serving enterprises with managed networking and virtualization solutions.
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