Storage Support Engineer I — 24x7 Global Help

Openkrill; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Openkrill is seeking a Technical Support Engineer L1 to provide first-line technical support for Tintri storage solutions. You will own customer issues from intake to resolution, work across hardware, software, OS, networking, and storage, and communicate clearly with customers.

The role requires documenting cases, following troubleshooting procedures, and collaborating with senior engineers and escalation teams. It includes 24x7 support duties as part of a global operation.

Qualifications

• 2–3 years enterprise-level technical support or equivalent.
• Basic familiarity with Linux commands and troubleshooting.
• Working knowledge of SAN/NAS storage, Windows/Unix OS, CPU/memory, disks, RAID.
• Ability to troubleshoot across applications, OS, networking, and storage.
• Strong written and verbal English communication.

Responsibilities

• Take ownership of assigned support cases with a customer-first mindset.
• Troubleshoot and resolve hardware, software, interoperability, configuration, and performance issues in storage systems.
• Gather and analyze logs, diagnostic data, error messages, and environment details to identify causes and next steps.
• Use knowledge bases, scripts, internal tools, product docs, and procedures to deliver solutions.
• Communicate findings, action plans, status updates, and recommendations clearly to customers and internal teams.
• Maintain complete and accurate case histories and escalate when needed.
• Escalate complex or out-of-scope issues to senior engineers or engineering teams for handoff.
• Create and improve knowledge-base articles and reusable troubleshooting content.
• Monitor service calls, meet follow-ups, and provide regular status updates until resolution.
• Support a 24x7x365 operation, including shift work, weekends, and holidays as required.

Skills

Customer-facing support

Linux basics

SAN/NAS storage

TCP/IP networking

VMware/Hyper-V

Windows/Unix troubleshooting

English communication

Education

Bachelor's degree in Computer Science / Engineering / Math or related field

Tools

VMware

Hyper-V

Windows

Linux

NFS / ZFS

Job description

Openkrill is seeking a Technical Support Engineer L1 to provide first-line technical support for Tintri storage solutions. You will own customer issues from intake to resolution, work across hardware, software, OS, networking, and storage, and communicate clearly with customers.

The role requires documenting cases, following troubleshooting procedures, and collaborating with senior engineers and escalation teams. It includes 24x7 support duties as part of a global operation.