Senior Technical Support Engineer

DCS; Bellevue (WA); On-site; USD 120,000 - 150,000; Full time

Job summary

Synology in Bellevue, WA seeks a Senior Technical Support Engineer for a full-time, on-site role. You will own the most complex technical escalations across storage, networking, virtualization, cloud, backup, and data protection, serving as a senior technical authority within the U.S.

Support Organization. This role goes beyond case resolution: you will set technical standards, mentor engineers, and partner with Product Management and Engineering to implement improvements preventing recurring

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• 10+ years of experience in technical support, systems engineering, infrastructure engineering, or a comparable technical discipline, including substantial senior-level experience.
• Demonstrated success resolving complex production issues that other experienced engineers could not resolve.
• Deep hands‑on expertise in enterprise storage, networking, data protection, or related infrastructure technologies.
• Experience serving as an escalation point or technical authority for a support or engineering team.
• Experience isolating and documenting product defects through reproduction and scope analysis.
• Experience leading technical response to business‑critical incidents or outages.
• Experience mentoring or developing other technical professionals.
• Strong written and verbal communication skills, including the ability to explain complex technical findings to customers and business stakeholders.
• Ability to work on-site at the assigned Synology office.
• Ability to participate in a rotating on-call schedule for critical after-hours escalations.

Responsibilities

• Own and resolve the organization's most complex technical escalations, including multi-system failures, severe performance degradation, data-integrity concerns, and issues that have resisted prior investigation.
• Lead root-cause analysis and develop defensible technical conclusions using logs, system diagnostics, lab reproduction, and structured troubleshooting.
• Direct the technical response during business-critical customer outages and make sound recommendations when no documented procedure applies.
• Reproduce and isolate suspected product defects, documenting affected versions, configurations, scope, and customer impact so Product Management and Engineering can act.
• Serve as a senior escalation resource for Support Engineers and provide technical direction on difficult cases.
• Communicate technical findings, risks, recommendations, and uncertainty clearly to customers, internal stakeholders, and executives.
• Diagnose hardware failures across NAS systems and expansion units, including drives, memory, power supplies, network interfaces, and system boards.
• Identify recurring failure patterns and lead improvements through documentation, tooling, process changes, customer enablement, or product feedback.
• Mentor and develop Associate and Support Engineers through case reviews, structured coaching, and technical guidance.
• Create and improve troubleshooting standards, knowledge content, and technical best practices for the Support organization.
• Participate in the rotating on-call program for critical after-hours, overnight, and weekend escalations.

Skills

Technical escalation

Root-cause analysis

Mentoring

Customer communication

On-call management

Architectural knowledge

Education

Bachelor's degree in CS/IT/Engineering

Tools

VMware

Hyper-V

Proxmox

Windows Server

Active Directory

NAS/SAN

NFS

SMB/CIFS

iSCSI

Linux

Job description

We are looking for a Senior Technical Support Engineer for a full-time permanent role onsite in Bellevue, WA.

SALARY:

• $120K-$150K annually.

OVERVIEW:

• Seeking a Senior Technical Support Engineer to serve as a senior technical authority within our U.S. Support Organization. This role handles our most complex and high-impact customer issues across storage, networking, virtualization, cloud, backup, and data protection environments.
• This is not a traditional queue-driven support role. You will take ownership of issues that have already challenged experienced engineers, including business-critical outages, intermittent or non-reproducible failures, suspected product defects, severe performance issues, and complex multi-system problems where no established troubleshooting procedure exists.
• Beyond resolving individual cases, you will help set technical standards for the Support organization, mentor engineers, partner with Product Management and Engineering, and identify structural improvements that reduce recurring customer issues.
• The successful candidate is the engineer other experienced engineers turn to when the answer is not obvious. You will be expected not only to resolve difficult customer issues, but also to make the broader Support organization more capable through stronger diagnostic practices, mentoring, documentation, and prevention of recurring problems.

RESPONSIBILITIES:

• Own and resolve the organization's most complex technical escalations, including multi-system failures, severe performance degradation, data-integrity concerns, and issues that have resisted prior investigation.
• Lead root-cause analysis and develop defensible technical conclusions using logs, system diagnostics, lab reproduction, and structured troubleshooting.
• Direct the technical response during business-critical customer outages and make sound recommendations when no documented procedure applies.
• Reproduce and isolate suspected product defects, documenting affected versions, configurations, scope, and customer impact so Product Management and Engineering can act.
• Serve as a senior escalation resource for Support Engineers and provide technical direction on difficult cases.
• Communicate technical findings, risks, recommendations, and uncertainty clearly to customers, internal stakeholders, and executives.
• Diagnose hardware failures across NAS systems and expansion units, including drives, memory, power supplies, network interfaces, and system boards.
• Identify recurring failure patterns and lead improvements through documentation, tooling, process changes, customer enablement, or product feedback.
• Mentor and develop Associate and Support Engineers through case reviews, structured coaching, and technical guidance.
• Create and improve troubleshooting standards, knowledge content, and technical best practices for the Support organization.
• Participate in the rotating on-call program for critical after-hours, overnight, and weekend escalations.

REQUIREMENTS:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• 10+ years of experience in technical support, systems engineering, infrastructure engineering, or a comparable technical discipline, including substantial senior-level experience.
• Demonstrated success resolving complex production issues that other experienced engineers could not resolve.
• Deep hands‑on expertise in enterprise storage, networking, data protection, or related infrastructure technologies.
• Experience serving as an escalation point or technical authority for a support or engineering team.
• Experience isolating and documenting product defects through reproduction and scope analysis.
• Experience leading technical response to business‑critical incidents or outages.
• Experience mentoring or developing other technical professionals.
• Strong written and verbal communication skills, including the ability to explain complex technical findings to customers and business stakeholders.
• Ability to work on‑site at the assigned Synology office.
• Ability to participate in a rotating on‑call schedule for critical after‑hours escalations.
• Candidates should bring deep hands‑on expertise in several of the following areas and working knowledge across the others.
• Enterprise storage: NAS/SAN architecture, RAID, storage pools and volumes, array recovery, Btrfs/ext4, performance and capacity troubleshooting.
• Storage protocols: SMB/CIFS, NFS, iSCSI, permissions, authentication, and related troubleshooting.
• Networking: TCP/IP, DNS, DHCP, routing, switching, VLANs, link aggregation, VPNs, firewalls, and packet‑level troubleshooting.
• Backup and data protection: backup/recovery, snapshots, replication, high availability, disaster recovery, restore validation, RPO/RTO concepts, and data integrity.
• Virtualization and containers: VMware, Hyper‑V, Proxmox, or comparable platforms.
• Cloud and hybrid infrastructure: cloud storage, backup, synchronization, identity services, and hybrid on‑premises/cloud environments.
• Linux and Microsoft environments, including Windows Server and Active Directory.
• Synology DSM and related Synology applications/services.

PREFERRED QUALIFICATIONS:

• Experience supporting NAS, SAN, backup, or enterprise storage environments at scale.
• Experience with VMware, Hyper‑V, Proxmox, Windows Server, or Active Directory.
• Experience with high‑availability and disaster‑recovery environments.
• Experience working directly with Product Management or Engineering on complex customer issues.
• Direct Synology experience is preferred but not required for candidates with equivalent enterprise infrastructure depth.
• Professional working proficiency in Spanish or Portuguese to support Latin America coverage.
• Hands‑on experience with Synology products, DSM, or Synology C2 services.