Technical Support Engineer - L1

Responsibilities

• Take ownership of assigned support cases and act with a customer-first mindset.
• Troubleshoot and resolve common hardware, software, interoperability, configuration, and performance issues affecting storage systems and solutions.
• Gather and analyze logs, diagnostic data, error messages, system information, and environmental details to identify likely causes and recommended next steps.
• Use knowledge bases, scripts, internal tools, product documentation, and established support procedures to deliver timely and effective solutions.
• Communicate technical findings, action plans, status updates, and recommendations clearly to customers and internal teams.
• Maintain complete and accurate case histories, including symptoms, troubleshooting performed, current status, customer impact, and next actions.
• Escalate complex or out-of-scope issues to senior Technical Support Engineers, escalation engineers, or engineering teams with sufficient technical background for efficient handoff.
• Create and improve knowledge-base articles and reusable troubleshooting content.
• Monitor assigned service calls, meet follow-up commitments, and provide regular status updates until resolution or formal handoff.
• Support a 24x7x365 operation, including shift work, weekends, and holidays as required.
• Delivers quality results, manages priorities, and follows issues through to resolution or a complete escalation.

Requirements

• Two to three years of enterprise-level technical support experience or an equivalent technical degree and practical experience.
• Basic familiarity with Linux commands and system troubleshooting.
• Working understanding of SAN and NAS storage, Unix and Windows operating systems, CPU and memory architecture, disks, and RAID systems.
• Ability to troubleshoot across applications, operating systems, network switching, and storage components.
• Strong written and verbal English communication skills.
• Ability to work effectively in a global, highly collaborative, customer-facing support environment.

Required Qualifications

• Working knowledge of TCP/IP networking and troubleshooting.
• Familiarity with virtualization platforms such as VMware, Hyper-V, or Platform9.
• Exposure to technologies such as VMware, Microsoft products, NFS, ZFS, Citrix, Cisco, UCS, or Kubernetes is preferred.
• Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field, or equivalent work experience.
• Comfortable operating in a highly collaborative team environment, working closely with peer engineers, senior Technical Support Engineers, escalation teams, and engineering.

Customer focus

Consistently prioritizes customer satisfaction and clear communication.

Problem solving

Uses a systematic, practical, and resourceful approach to isolate causes and determine solutions.

Self-direction

Seeks relevant information, takes initiative, and progresses work independently within established procedures.

Continuous improvement

• Contributes new ideas, improves processes, and strengthens the support knowledge base.
• Working Environment

Target In-seat Shift

Monday through Friday, 8:00 AM to 5:00 PM Pacific Time.

This position operates within a 24x7x365 global support organization. The engineer must be able to work assigned shifts and provide coverage during weekends and holidays when required. Success depends on accurate technical investigation, dependable case ownership, effective written communication, and close collaboration across support and engineering teams.