Remote Tier 1 Technical Support Engineer

Scale Computing INC; Indianapolis (IN); On-site; USD 42,000 - 62,000; Full time

Job summary

Scale Computing INC is seeking a Tier 1 Technical Support Engineer in the United States. The role focuses on delivering exceptional customer service, troubleshooting technical issues, and collaborating with teams to ensure quick resolutions.

The ideal candidate will have 1–2 years in IT support, be proficient with ticketing systems, and continuously learn about product features and integrations. A friendly, customer-centric mindset is essential.

Qualifications

• 1–2 years in IT Support / Helpdesk / Infrastructure.
• Hands-on Windows Server admin experience is a plus.
• Basic Linux command line skills.
• Understanding of networking fundamentals.
• Basic hardware knowledge.
• Experience with ticketing systems (Salesforce, ServiceNow, Jira).
• Ability to gather logs and document findings clearly.
• Excellent written and verbal communication.
• Strong organization and follow-through.

Responsibilities

• Provide support for Scale Computing end-users, customers, and partners.
• Answer customer calls and respond to cases via email, chat, etc.
• Troubleshoot and resolve issues using the knowledge base and SOPs.
• Escalate unresolved issues to Tier 2 and manage follow-up expectations.
• Participate in the on-call rotation as agreed with the team.
• Collaborate with Services for installations and integrations.
• Maintain current product knowledge and seek ongoing training.

Skills

IT Helpdesk

Windows Server

Linux basics

Networking basics

Hardware knowledge

Ticketing systems

Logs documentation

Communication skills

Organization & PM

Tools

Salesforce

ServiceNow

Jira

Job description

Scale Computing INC is seeking a Tier 1 Technical Support Engineer in the United States. The role focuses on delivering exceptional customer service, troubleshooting technical issues, and collaborating with teams to ensure quick resolutions.

The ideal candidate will have 1–2 years in IT support, be proficient with ticketing systems, and continuously learn about product features and integrations. A friendly, customer-centric mindset is essential.