Tier II Technical Support

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

📋 Description

• Collaborate directly with users via the general support queue.

• Handle escalations related to intricate or atypical technical challenges.

• Diagnose issues associated with Unraid OS, arrays and pools, Linux, Docker containers, virtual machines, networking, hardware, plugins, and third-party applications.

• Analyze system diagnostics, logs, configurations, and reported behaviors.

• Troubleshoot edge cases spanning multiple processes or technical areas.

• Communicate recommendations, risks, and trade-offs to users effectively.

• Escalate cases with adequate investigative context.

• Manage high-priority cases involving data access, compromised systems, unexpected product behavior, or considerable user impact.

• Keep users and internal teams informed throughout investigations.

• Reproduce issues and collect evidence to determine the root cause of problems.

• Collaborate with Engineering, Product, and Quality teams.

• Draft structured bug reports that include reproduction steps, diagnostics, logs, system details, expected and observed behaviors, and user impact.

• Address technical inquiries in Unraid community forums.

• Assist users in navigating community applications and plugins.

• Document new issues, troubleshooting methods, and verified solutions.

• Update documentation while identifying recurring issues or resource deficiencies.

• Recommend enhancements to processes, tools, documentation, and products.

• Aid in testing and refining AI-assisted support tools.

• Relay user feedback to other teams.

• Share technical expertise and assist junior team members in developing troubleshooting skills.

• Engage in meetings, training, reporting, and collaborative team activities.

• Occasionally provide support outside regular working hours during urgent releases, outages, security issues, or other critical situations.

⛳️ Requirements

• A minimum of three years of experience in technical support, systems administration, infrastructure support, or a similar role involving the diagnosis of complex technical issues.

• Significant hands-on experience with Unraid administration.

• Proficient understanding of Linux and comfortable using the command line, logs, and system diagnostics.

• Experience in troubleshooting storage systems, filesystems, hardware, networking, Docker containers, and virtual machines.

• Ability to pinpoint problems across interconnected systems.

• Experience managing technical cases from inception to resolution.

• Sound judgment regarding when to persist in investigations, seek additional perspectives, or escalate matters.

• Capability to articulate technical information clearly to individuals with varying levels of expertise.

• Methodical approach to documenting investigations, findings, and subsequent steps.

• Strong organization skills and follow-through on multiple active cases.

• Ability to collaborate effectively with others in complicated, urgent, or frustrating scenarios.

• A genuine passion for assisting people.

• Availability to work standard office hours of 9:00 a.m. to 5:00 p.m. in a local time zone within UTC -5 to UTC -10.

• Willingness to occasionally assist outside normal working hours during urgent, high-impact events.

• Experience in remote work while managing time, priorities, and communication independently.

• Willingness to participate in two week-long annual staff retreats, held in the spring and fall.

• Excellent written and verbal communication skills.

• A specific degree or certification is not mandatory.

🏝️ Benefits

• Annual salary increase.

• Annual bonus opportunity.

• Annual profit-sharing plan.

• Up to 6% 401(k) matching.

• Comprehensive medical coverage for employees and 50% coverage for dependents.

• Full dental and vision coverage for employees and their dependents.

• Annual wellness budget for employees.

• 30 full days and 14 half days of Flexible Time Off, in addition to 11 paid holidays.

• Paid parental leave for childbirth, adoption, or placement of a child, available after one year of employment.

• Complimentary access to a team mentor.

• Reimbursement for professional development opportunities, whether online or in-person.

• Annual budget for home office expenses.

• Annual spring and fall staff retreats.

• Fully remote work environment.

• Participation in two week-long annual staff offsites.