Technical Support Engineer, L1

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Deliver first-level technical assistance for Tintri storage solutions.

• Manage customer inquiries from initial contact through to resolution or escalation.

• Diagnose hardware, software, interoperability, configuration, and performance challenges.

• Collect and assess logs, diagnostic information, error messages, system details, and environmental factors.

• Utilize knowledge bases, scripts, internal tools, product documentation, and established support methodologies.

• Convey technical insights, action plans, status updates, and recommendations to clients and internal teams.

• Keep comprehensive and precise case histories.

• Forward complex or out-of-scope issues to senior support, escalation, or engineering teams.

• Develop and enhance knowledge-base articles and reusable troubleshooting content.

• Track assigned service calls and provide follow-up and status updates until resolution or handover.

• Work collaboratively with peer engineers, senior Technical Support Engineers, escalation teams, and engineering personnel.

• Provide support in a 24x7x365 operational environment.

⛳️ Requirements

• Two to three years of enterprise-level technical support experience or an equivalent technical degree paired with practical experience.

• Basic knowledge of Linux commands and system troubleshooting.

• Proficient understanding of SAN and NAS storage, Unix and Windows operating systems, CPU and memory architecture, disks, and RAID configurations.

• Capability to troubleshoot across applications, operating systems, network switching, and storage components.

• Familiarity with TCP/IP networking and troubleshooting.

• Knowledge of virtualization platforms such as VMware, Hyper-V, or Platform9.

• Experience with VMware, Microsoft products, NFS, ZFS, Citrix, Cisco, UCS, or Kubernetes is preferred.

• Bachelor's degree in Computer Science, Engineering, Mathematics, or a related discipline, or equivalent professional experience.

• Excellent written and verbal communication skills in English.

• Ability to thrive in a global, highly collaborative, customer-focused support environment.

• Willingness to work assigned shifts in a 24x7x365 global support organization, including weekends and holidays as necessary.

🏝️ Benefits

• Remote work option available in Colorado.

• Shift coverage required during weekends and holidays as needed.