Tier 1 Technical Support Engineer at Scale Computing INC
United States
<p>Description</p><p>The Tier 1 Technical Support Engineer is a critical role in supporting our post-sales Scale Computing customers because our number one goal is to make our customers exceptionally happy when they seek our support. We believe in the <strong>Best Ever</strong> experiences from the inside out - so this means we’re looking for an approachable, friendly candidate who will love their co-workers as much as we love them.</p><p>A successful Tier 1 Support Engineer requires impeccable problem-solving, communication, and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment. Our employees are intelligent, enthusiastic, entrepreneurial, and actively create the vision of Scale Computing.</p><p>Tier 1 Support Engineers will work directly with the entire support organization to maintain an above-industry average Net Promoter Score (NPS) and meet/exceed Team and Individual goals and Key Performance Indicators (KPIs) as established by Support Management—bonus points for those who are passionate about delivering high customer satisfaction. </p><h2><strong>Great candidates will look like this: </strong></h2><ul><li>Enjoy troubleshooting and problem-solving analytically</li><li>Understand customer needs and ensure clarity on the status of technical issues</li><li>A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment</li><li>An excellent communicator, written and verbal, who is efficient and effective with customers and colleagues via web conferences, email, and in-person interactions</li><li>A motivated self-starter who thrives on prioritization and follow-through </li><li>Passionately creative in mindset and has the ability to adapt quickly to evolving business needs</li></ul><p><strong>Responsibilities</strong></p><ul><li>Complete Scale Computing’s Onboarding program and work with management to identify any gaps in the training plan</li><li>Provide support for the Hyper-converged computing clusters for Scale Computing end-users, customers, and partners</li><li>Answer customer calls and respond to customer cases via all origins (email, chat, etc.) while delighting our customers with a friendly and helpful experience</li><li>Troubleshoot and problem-solve analytically while utilizing a vast knowledge base of documentation and other standard operating procedures (SOPs)</li><li>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)</li><li>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</li><li>Partner with our Services team for scheduled Service-related tasks, including installation of SC//Platform and 3rd party product integrations</li><li>Provides excellent customer service to EVERY internal and external customer</li><li>Stay up-to-date on new product features and updates, and proactively seek out additional resources and training to deepen understanding of the product.</li><li>Develop and maintain supplemental skills such as networking and 3rd-party product integrations, which can help enhance overall product knowledge.</li><li>Learn and maintain advanced technical knowledge about all aspects of supported products and services provided by Scale Computing</li><li>Understand 3rd-party product integrations sold and supported by Scale Computing</li></ul><p>Requirements</p><h2><strong>Required skills/experience</strong></h2><ul><li>1–2 years of experience in IT Support / Helpdesk / Infrastructure support</li><li>Hands-on experience with Windows Server (AD, DNS, basic troubleshooting) - Not required but a plus</li><li>Basic Linux command line skills (SSH, navigating directories, viewing logs, running diagnostic commands)</li><li>Understanding of networking fundamentals (TCP/IP, VLANs, DNS, basic firewall concepts)</li><li>Basic hardware knowledge (HDD vs SSD, RAID/mirroring concepts, CPU/RAM fundamentals)</li><li>Experience using a ticketing system (Salesforce, ServiceNow, Jira, etc.)</li><li>Ability to gather logs, document findings clearly, and escalate appropriately</li><li>Excellent communication skills tailored to audiences at all levels, including C-suite executives, engineering, and other business support staff</li><li>Proficient in organization, project management, and follow-through</li></ul>
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