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 evaluate logs, diagnostic data, error messages, system details, and environmental information.

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

• Convey technical findings, action plans, status updates, and recommendations to customers and internal teams.

• Keep thorough and accurate records of case histories.

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

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

• Oversee assigned service calls and provide follow-up and status updates until resolution or transfer.

• Collaborate with peer engineers, senior Technical Support Engineers, escalation teams, and engineering.

• Support a 24x7x365 operation.

⛳️ Requirements

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

• Basic knowledge of Linux commands and system troubleshooting.

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

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

• Familiarity with TCP/IP networking and its troubleshooting.

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

• Preference for exposure to VMware, Microsoft products, NFS, ZFS, Citrix, Cisco, UCS, or Kubernetes.

• Bachelor’s degree in Computer Science, Engineering, Mathematics, or a related field, or equivalent work experience.

• Strong written and verbal communication skills in English.

• Ability to excel in a global, collaborative, customer-facing support environment.

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

🏝️ Benefits

• Option for remote work in Colorado.

• Shift coverage required during weekends and holidays.