{"schemaVersion":"jobsearcher.job.v1","id":"510eca258d7f71c6ed4f2fef","url":"https://jobsearcher.com/jobs/510eca258d7f71c6ed4f2fef","canonicalUrl":"https://jobsearcher.com/jobs/510eca258d7f71c6ed4f2fef","title":"Tier 1 Technical Support Engineer","description":"Description:\nThe 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 Best Ever 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.\nA 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.\nTier 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.\nGreat candidates will look like this:\nEnjoy troubleshooting and problem-solving analytically\nUnderstand customer needs and ensure clarity on the status of technical issues\nA team player who can work well within the team and collaborate cross-functionally, especially in a remote environment\nAn excellent communicator, written and verbal, who is efficient and effective with customers and colleagues via web conferences, email, and in-person interactions\nA motivated self-starter who thrives on prioritization and follow-through\nPassionately creative in mindset and has the ability to adapt quickly to evolving business needs\nResponsibilities\nComplete Scale Computing’s Onboarding program and work with management to identify any gaps in the training plan\nProvide support for the Hyper-converged computing clusters for Scale Computing end-users, customers, and partners\nAnswer customer calls and respond to customer cases via all origins (email, chat, etc.) while delighting our customers with a friendly and helpful experience\nTroubleshoot and problem-solve analytically while utilizing a vast knowledge base of documentation and other standard operating procedures (SOPs)\nEscalate 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)\nParticipate 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\nPartner with our Services team for scheduled Service-related tasks, including installation of SC//Platform and 3rd party product integrations\nProvides excellent customer service to EVERY internal and external customer\nStay up-to-date on new product features and updates, and proactively seek out additional resources and training to deepen understanding of the product.\nDevelop and maintain supplemental skills such as networking and 3rd-party product integrations, which can help enhance overall product knowledge.\nLearn and maintain advanced technical knowledge about all aspects of supported products and services provided by Scale Computing\nUnderstand 3rd-party product integrations sold and supported by Scale Computing\nRequirements:\nRequired skills/experience\n1–2 years of experience in IT Support / Helpdesk / Infrastructure support\nHands-on experience with Windows Server (AD, DNS, basic troubleshooting) - Not required but a plus\nBasic Linux command line skills (SSH, navigating directories, viewing logs, running diagnostic commands)\nUnderstanding of networking fundamentals (TCP/IP, VLANs, DNS, basic firewall concepts)\nBasic hardware knowledge (HDD vs SSD, RAID/mirroring concepts, CPU/RAM fundamentals)\nExperience using a ticketing system (Salesforce, ServiceNow, Jira, etc.)\nAbility to gather logs, document findings clearly, and escalate appropriately\nExcellent communication skills tailored to audiences at all levels, including C-suite executives, engineering, and other business support staff\nProficient in organization, project management, and follow-through","company":"Scale Computing","rawCompany":"scale computing","city":"Indianapolis","state":"IN","isRemote":false,"isActive":false,"createdAt":"2026-08-03T11:00:34.016Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Tier 1 Technical Support Engineer","description":"Description:\nThe 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 Best Ever 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.\nA 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.\nTier 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.\nGreat candidates will look like this:\nEnjoy troubleshooting and problem-solving analytically\nUnderstand customer needs and ensure clarity on the status of technical issues\nA team player who can work well within the team and collaborate cross-functionally, especially in a remote environment\nAn excellent communicator, written and verbal, who is efficient and effective with customers and colleagues via web conferences, email, and in-person interactions\nA motivated self-starter who thrives on prioritization and follow-through\nPassionately creative in mindset and has the ability to adapt quickly to evolving business needs\nResponsibilities\nComplete Scale Computing’s Onboarding program and work with management to identify any gaps in the training plan\nProvide support for the Hyper-converged computing clusters for Scale Computing end-users, customers, and partners\nAnswer customer calls and respond to customer cases via all origins (email, chat, etc.) while delighting our customers with a friendly and helpful experience\nTroubleshoot and problem-solve analytically while utilizing a vast knowledge base of documentation and other standard operating procedures (SOPs)\nEscalate 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)\nParticipate 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\nPartner with our Services team for scheduled Service-related tasks, including installation of SC//Platform and 3rd party product integrations\nProvides excellent customer service to EVERY internal and external customer\nStay up-to-date on new product features and updates, and proactively seek out additional resources and training to deepen understanding of the product.\nDevelop and maintain supplemental skills such as networking and 3rd-party product integrations, which can help enhance overall product knowledge.\nLearn and maintain advanced technical knowledge about all aspects of supported products and services provided by Scale Computing\nUnderstand 3rd-party product integrations sold and supported by Scale Computing\nRequirements:\nRequired skills/experience\n1–2 years of experience in IT Support / Helpdesk / Infrastructure support\nHands-on experience with Windows Server (AD, DNS, basic troubleshooting) - Not required but a plus\nBasic Linux command line skills (SSH, navigating directories, viewing logs, running diagnostic commands)\nUnderstanding of networking fundamentals (TCP/IP, VLANs, DNS, basic firewall concepts)\nBasic hardware knowledge (HDD vs SSD, RAID/mirroring concepts, CPU/RAM fundamentals)\nExperience using a ticketing system (Salesforce, ServiceNow, Jira, etc.)\nAbility to gather logs, document findings clearly, and escalate appropriately\nExcellent communication skills tailored to audiences at all levels, including C-suite executives, engineering, and other business support staff\nProficient in organization, project management, and follow-through","datePosted":"2026-08-03T11:00:34.016Z","dateModified":"2026-08-03T11:00:34.016Z","hiringOrganization":{"@type":"Organization","name":"Scale Computing","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Indianapolis","addressRegion":"IN","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"510eca258d7f71c6ed4f2fef"},"url":"https://jobsearcher.com/jobs/510eca258d7f71c6ed4f2fef"}}