Remote Tier 1 Technical Support Engineer

Scale Computing, Inc.; Indianapolis (IN); On-site; USD 45,000 - 65,000; Full time

Job summary

Scale Computing, Inc. in Indianapolis, IN is seeking a Tier 1 Technical Support Engineer to help deliver best-in-class customer experiences. You will troubleshoot issues, respond to cases via email, chat, or phone, and work with the support team to resolve problems quickly and clearly.

The ideal candidate has 1–2 years in IT support, basic Windows Server and Linux skills, and a solid grasp of networking. You will collaborate cross-functionally, learn our SOPs, and grow technical knowledge of

Qualifications

• 1–2 years of IT support or helpdesk experience.
• Windows Server experience with AD and DNS – recommended.
• Basic Linux command line skills (SSH, logs, diagnostics).
• Foundational networking knowledge (TCP/IP, VLANs, DNS).
• Basic hardware knowledge (HDD/SSD, RAID, CPU/RAM).
• Experience with ticketing systems (Salesforce, ServiceNow, Jira).
• Ability to gather logs and document findings clearly.
• Strong communication tailored to all audiences.
• Strong organizational and follow-through skills.

Responsibilities

• Complete onboarding and identify training gaps.
• Support Hyper-converged clusters for end-users, customers, partners.
• Answer calls and respond to cases via email/chat, delivering friendly support.
• Troubleshoot using knowledge base and SOPs.
• Escalate unresolved issues to Tier 2 and set follow-up expectations.
• Participate in on-call rotation as needed.
• Collaborate with Services for installations and integrations.
• Provide excellent customer service to internal and external customers.
• Stay updated on product features and seek training.
• Develop supplemental skills like networking and 3rd-party integrations.
• Learn advanced technical knowledge of Scale Computing products.
• Understand 3rd-party integrations sold and supported.

Skills

IT Support

Windows Server

Linux basics

Networking fundamentals

Hardware knowledge

Ticketing systems

Log analysis

Customer communication

Organization

Tools

Salesforce

ServiceNow

Jira

Job description

Scale Computing, Inc. in Indianapolis, IN is seeking a Tier 1 Technical Support Engineer to help deliver best-in-class customer experiences. You will troubleshoot issues, respond to cases via email, chat, or phone, and work with the support team to resolve problems quickly and clearly.

The ideal candidate has 1–2 years in IT support, basic Windows Server and Linux skills, and a solid grasp of networking. You will collaborate cross-functionally, learn our SOPs, and grow technical knowledge of