Tier 1 Technical Support Engineer

About the role

We are looking for a Tier 1 Technical Support Engineer to play a critical role in supporting our post-sales Scale Computing customers. Our number one goal is to make our customers exceptionally happy when they seek our support. We believe in delivering the Best Ever experiences from the inside out, so we’re seeking an approachable, friendly candidate who will thrive in a team environment. 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 collaboratively. Our employees are intelligent, enthusiastic, and entrepreneurial, actively shaping the vision of Scale Computing.

Tier 1 Support Engineers will work directly with the entire support organization to maintain an above-industry average Net Promoter Score (NPS) and meet or exceed team and individual goals and Key Performance Indicators (KPIs) as established by Support Management. Bonus points for those passionate about delivering high customer satisfaction.

Responsibilities

• Complete Scale Computing’s Onboarding program and work with management to identify any gaps in the training plan.
• Provide support for 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 delivering a friendly and helpful experience.
• Troubleshoot and problem-solve analytically using a vast knowledge base of documentation and standard operating procedures (SOPs).
• Escalate issues not resolvable via the knowledge base to Tier 2, and set customer expectations for follow-up (e.g., when to expect contact and by whom).
• Participate in the on-call rotation as agreed by the Tier 1 & 2 Support team, being 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.
• Provide excellent customer service to every internal and external customer.
• Stay up-to-date on new product features and updates, and proactively seek additional resources and training to deepen product understanding.
• Develop and maintain supplemental skills such as networking and 3rd-party product integrations to 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.

Requirements

• 1–2 years of experience in IT Support, Helpdesk, or Infrastructure support.
• Hands-on experience with Windows Server (AD, DNS, basic troubleshooting) — a plus but not required.
• 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.

Skills

• Enjoy troubleshooting and problem-solving analytically.
• Understand customer needs and ensure clarity on the status of technical issues.
• A team player who collaborates well in a remote environment.
• Excellent written and verbal communication, 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 with the ability to adapt quickly to evolving business needs.