Tier 1 Technical Support Engineer

Description:

Location: Indianapolis, IN

Department: Technical Support

Job Type: Full-time, Hybrid

Reports to: Technical Support Manager

Who We Are

Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide.

What We Are Looking For

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.

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.

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.

What You’ll Do

• Complete Scale Computing’s Onboarding program and work with management to identify any gaps in the training plan
• Provide support for the 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 delighting our customers with a friendly and helpful experience
• Troubleshoot and problem-solve analytically while utilizing a vast knowledge base of documentation and other standard operating procedures (SOPs)
• 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)
• 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
• Partner with our Services team for scheduled Service-related tasks, including installation of SC//Platform and 3rd party product integrations
• Provides excellent customer service to EVERY internal and external customer
• Stay up-to-date on new product features and updates, and proactively seek out additional resources and training to deepen understanding of the product.
• Develop and maintain supplemental skills such as networking and 3rd-party product integrations, which can help 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:

What You’ll Bring

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

Great candidates will look like this:

• Enjoy troubleshooting and problem-solving analytically
• Understand customer needs and ensure clarity on the status of technical issues
• A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
• An excellent communicator, written and verbal, who is 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 and has the ability to adapt quickly to evolving business needs

Perks of Scale Computing

• Health benefits start on the first of the month following the date of hire
• 401(k), FSA, HSA
• Casual dress code
• Fully stocked kitchen
• Vibrant and Inclusive Workplace Atmosphere
• Paid company holidays
• Discretionary time off policy
• Flexible work environment and an opportunity to grow as we grow.

Scale Computing is an equal-opportunity employer. The final candidates will be subject to a pre-employment background check.