Technical Support Engineer

Calance; United States; Remote; USD 65,000 - 73,000; Full time

Job summary

Calance is seeking a Technical Support Engineer to provide first-level customer support, troubleshoot Linux and networking issues, assist with server operations, and coordinate escalations with Engineering and Infrastructure teams.

This 100% remote role requires 1–3 years of technical support experience, strong Linux command line skills, DNS/networking knowledge, and the ability to work rotational 24/7 shifts, including weekends and holidays. A bachelor’s degree is preferred.

Qualifications

• 1–3 years of experience in technical support, help desk, or IT support.
• Working knowledge of Linux command line and log analysis.
• Understanding of IP addressing, DNS, ports, networking, and firewalls.
• Experience with ticketing systems and SLA-driven environments.
• Strong troubleshooting and communication skills.
• Ability to work rotational 24/7 shifts, including weekends and holidays.

Responsibilities

• Provide technical support through tickets, Slack, and email.
• Troubleshoot Linux, server, networking, DNS, and firewall issues.
• Assist with server reboots, firewall configuration, and system status checks.
• Document troubleshooting steps and escape complex issues.
• Maintain SLAs, customer communication, and shift handoffs.
• Develop and maintain technical documentation.

Skills

Linux command line

DNS

Networking basics

Troubleshooting

Communication

SLA management

Education

Bachelor’s degree in CS/IT (preferred)

Tools

Ticketing systems

Slack

Log analysis tools

Job description

Job Title: Technical Support Engineer – Remote

Salary:

$65K–$73K per year

Work Model:

100% Remote

Shift:

24/7 Rotational Shifts, including weekends and holidays

Job Overview

A leading Infrastructure-as-a-Service (IaaS) company specializing in High-Performance Computing (HPC) is seeking a Technical Support Engineer to provide first-level customer support, troubleshoot Linux and networking issues, assist with server operations, and coordinate escalations with Engineering and Infrastructure teams.

Key Responsibilities

• Provide technical support through tickets, Slack, and email.
• Troubleshoot Linux, server, networking, DNS, and firewall issues.
• Assist with server reboots, firewall configuration, and system status checks.
• Document troubleshooting steps and escape complex issues.
• Maintain SLAs, customer communication, and shift handoffs.
• Develop and maintain technical documentation.

Requirements

• 1–3 years of experience in technical support, help desk, or IT support.
• Working knowledge of Linux command line and log analysis.
• Understanding of IP addressing, DNS, ports, networking, and firewalls.
• Experience with ticketing systems and SLA-driven environments.
• Strong troubleshooting and communication skills.
• Ability to work rotational 24/7 shifts, including weekends and holidays.

Preferred:

Experience with cloud/IaaS platforms, HPC, virtualization, server infrastructure, APIs, or command-line tools. Bachelor’s degree in Computer Science, IT, or a related field preferred.