Technical Support Engineer - L1

DataDirect Networks; Wheat Ridge (CO); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Highly Competitive Vacation Plans

Paid Holidays

Bonus Programs

Tuition Reimbursement

Employee Referral Program

Excellent Medical, Dental and Vision

Paid Leave Programs

Anniversary and Recognition Awards

Job summary

DataDirect Networks is seeking a Technical Support Engineer - L1 for remote work to deliver first-level technical support across Tintri storage solutions. You will own cases from intake to resolution, troubleshoot across hardware, software, networking, and storage, and collaborate with engineering and escalation teams globally.

The role requires Linux familiarity, SAN/NAS know-how, and strong English communication.

Qualifications

• Two to three years of enterprise-level technical support experience or an equivalent technical degree and practical experience.
• Basic familiarity with Linux commands and system troubleshooting.
• Working understanding of SAN and NAS storage, Unix and Windows operating systems, CPU and memory architecture, disks, and RAID systems.
• Ability to troubleshoot across applications, operating systems, network switching, and storage components.
• Working knowledge of TCP/IP networking and troubleshooting.
• Familiarity with virtualization platforms such as VMware, Hyper‑V, or Platform9.
• Exposure to technologies such as VMware, Microsoft products, NFS, ZFS, Citrix, Cisco, UCS, or Kubernetes is preferred.
• Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field, or equivalent work experience.
• Strong written and verbal English communication skills.
• Ability to work effectively in a global, highly collaborative, customer‑facing support environment.
• Comfortable operating in a highly collaborative team environment, working closely with peer engineers, senior Technical Support Engineers, escalation teams, and engineering.

Responsibilities

• Take ownership of assigned support cases and act with a customer-first mindset.
• Troubleshoot and resolve common hardware, software, interoperability, configuration, and performance issues affecting storage systems and solutions.
• Gather and analyze logs, diagnostic data, error messages, system information, and environmental details to identify likely causes and recommended next steps.
• Use knowledge bases, scripts, internal tools, product documentation, and established support procedures to deliver timely and effective solutions.
• Communicate technical findings, action plans, status updates, and recommendations clearly to customers and internal teams.
• Maintain complete and accurate case histories, including symptoms, troubleshooting performed, current status, customer impact, and next actions.
• Escalate complex or out-of-scope issues to senior Technical Support Engineers, escalation engineers, or engineering teams with sufficient technical background for efficient handoff.
• Create and improve knowledge-base articles and reusable troubleshooting content.
• Monitor assigned service calls, meet follow-up commitments, and provide regular status updates until resolution or formal handoff.
• Support a 24x7x365 operation, including shift work, weekends, and holidays as required.

Skills

Technical support

Linux

SAN/NAS

Networking

VMware

Windows

Kubernetes

English communication

Global collaboration

Education

Bachelor's degree

Tools

VMware

Hyper-V

Platform9

NFS

ZFS

Citrix

Cisco UCS

Job description

We are on our way to being the first company to power 1 MILLION GPUs and want world-class talent to join our amazing team!

The world is moving faster than ever, and yet, it will never move this slowly again. We are at the forefront of an incredible technological revolution but, at its core, it is fueled by incredible people. People like you.

1,000 Global Employees

11k Happy Customers

16 International Offices

We’re Looking for the Best and Brightest

We are the world’s leading data intelligence platform that reliably accelerates massive datasets for actionable real-time insights. Join our team to help the best and brightest minds tackle the world’s biggest challenges in business, science, medicine, academia and government.

Do What Can’t be Done

For the past 20 years, our team has kept us at the forefront of storage technology and has provided the foundation for enabling researchers to push the limits of “what can be done.”
These innovations take research and discovery to the next level, enabling them to discover cures to disease, observe global warming patterns, model innovative automotive and aerospace designs, discover new sources of energy, make communities safer, and accelerate business results across a wide variety of industries.

DDN Helps Build Your Future, Too

At DDN, we understand our customers’ diverse needs. Whether you’re a data scientist, IT professional, executive, or researcher, our solutions empower you with cutting‑edge technology and unparalleled support.

Benefits

• Highly Competitive Vacation Plans
• Paid Holidays
• Bonus Programs
• Tuition Reimbursement
• Employee Referral Program
• Excellent Medical, Dental and Vision Benefits
• Paid Leave Programs
• Anniversary and Recognition Awards

Technical Support Engineer - L1

Location

Employment Type

Full time

Location Type

Remote

September 30, 2026 at 4:00 AM UTC

Compensation

• $65K – $85K

The Technical Support Engineer L1 provides first-level technical support to customers, support personnel, and field teams using Tintri storage solutions. This role owns customer issues from initial intake through resolution or escalation, applying established troubleshooting procedures, technical documentation, internal expertise, log analysis, and support tools to restore service and deliver a high-quality customer experience.

The engineer works across hardware, software, operating systems, networking, virtualization, and storage environments. The role requires clear customer communication, accurate case documentation, disciplined follow-up, and effective collaboration with senior Technical Support Engineers, escalation teams, engineering, and other internal stakeholders.

Key Responsibilities

Take ownership of assigned support cases and act with a customer-first mindset.

Troubleshoot and resolve common hardware, software, interoperability, configuration, and performance issues affecting storage systems and solutions.

Gather and analyze logs, diagnostic data, error messages, system information, and environmental details to identify likely causes and recommended next steps.

Use knowledge bases, scripts, internal tools, product documentation, and established support procedures to deliver timely and effective solutions.

Communicate technical findings, action plans, status updates, and recommendations clearly to customers and internal teams.

Maintain complete and accurate case histories, including symptoms, troubleshooting performed, current status, customer impact, and next actions.

Escalate complex or out-of-scope issues to senior Technical Support Engineers, escalation engineers, or engineering teams with sufficient technical background for efficient handoff.

Create and improve knowledge-base articles and reusable troubleshooting content.

Monitor assigned service calls, meet follow-up commitments, and provide regular status updates until resolution or formal handoff.

Support a 24x7x365 operation, including shift work, weekends, and holidays as required.

Required Qualifications

Two to three years of enterprise-level technical support experience or an equivalent technical degree and practical experience.

Basic familiarity with Linux commands and system troubleshooting.

Working understanding of SAN and NAS storage, Unix and Windows operating systems, CPU and memory architecture, disks, and RAID systems.

Ability to troubleshoot across applications, operating systems, network switching, and storage components.

Working knowledge of TCP/IP networking and troubleshooting.

Familiarity with virtualization platforms such as VMware, Hyper‑V, or Platform9.

Exposure to technologies such as VMware, Microsoft products, NFS, ZFS, Citrix, Cisco, UCS, or Kubernetes is preferred.

Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field, or equivalent work experience.

Strong written and verbal English communication skills.

Ability to work effectively in a global, highly collaborative, customer‑facing support environment.

Comfortable operating in a highly collaborative team environment, working closely with peer engineers, senior Technical Support Engineers, escalation teams, and engineering.

Core Competencies

Customer focus: Consistently prioritizes customer satisfaction and clear communication.

Problem solving: Uses a systematic, practical, and resourceful approach to isolate causes and determine solutions.

Self-direction: Seeks relevant information, takes initiative, and progresses work independently within established procedures.

Accountability: Delivers quality results, manages priorities, and follows issues through to resolution or a complete escalation.

Continuous improvement: Contributes new ideas, improves processes, and strengthens the support knowledge base.

Target In-seat Shift: Monday through Friday, 8:00 AM to 5:00 PM Pacific Time.

This position operates within a 24x7x365 global support organization. The engineer must be able to work assigned shifts and provide coverage during weekends and holidays when required. Success depends on accurate technical investigation, dependable case ownership, effective written communication, and close collaboration across support and engineering teams.

Compensation Range: $65K - $85K

We pride ourselves on our commitment to delivering tangible and consistent results.

Regional Director of Sales, Middle East and Africa

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