Tier 1 Technical Support Engineer

Archer; Indianapolis (IN); On-site; USD 42,000 - 66,000; Full time

Job summary

Archer, in partnership with Scale Computing, seeks a Tier 1 Technical Support Engineer to assist post-sales customers and deliver Best Ever experiences. You will handle inquiries across email, chat, and phone with a friendly, customer-focused approach while rapidly diagnosing issues and guiding customers toward effective resolutions.

Ideal candidates thrive in a collaborative team environment, including remote work, and will contribute to maintaining strong customer satisfaction and high NPS

Qualifications

• 1–2 years of experience in IT Support or Helpdesk.
• Hands-on experience with Windows Server and basic troubleshooting.
• Basic Linux command line skills.
• Networking fundamentals (TCP/IP, DNS).
• Understanding of hardware concepts.
• Experience using a ticketing system.
• Ability to document findings and escalate appropriately.
• Excellent written and verbal communication.
• Strong organization and follow-through.

Responsibilities

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

Skills

IT Support

Windows Server

Linux basics

Networking basics

Hardware basics

Ticketing systems

Documentation

Communication

Project management

Tools

Salesforce

ServiceNow

Jira

Job description

Archer is collaborating with Scale Computing to connect them with exceptional professionals for this role.

The Tier 1 Technical Support Engineer is a critical role in supporting our post-sales Scale Computing customers because our number one goal is to make our customers exceptionally happy when they seek our support. We believe in the Best Ever experiences from the inside out - so this means we’re looking for an approachable, friendly candidate who will love their co-workers as much as we love them.

A successful Tier 1 Support Engineer requires impeccable problem-solving, communication, and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment. Our employees are intelligent, enthusiastic, entrepreneurial, and actively create the vision of Scale Computing.

Tier 1 Support Engineers will work directly with the entire support organization to maintain an above-industry average Net Promoter Score (NPS) and meet/exceed Team and Individual goals and Key Performance Indicators (KPIs) as established by Support Management—bonus points for those who are passionate about delivering high customer satisfaction.

Great Candidates Will Look Like This

• Enjoy troubleshooting and problem-solving analytically
• Understand customer needs and ensure clarity on the status of technical issues
• A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
• An excellent communicator, written and verbal, who is efficient and effective with customers and colleagues via web conferences, email, and in-person interactions
• A motivated self-starter who thrives on prioritization and follow-through
• Passionately creative in mindset and has the ability to adapt quickly to evolving business needs

Responsibilities

• Complete Scale Computing’s Onboarding program and work with management to identify any gaps in the training plan
• Provide support for the Hyper-converged computing clusters for Scale Computing end-users, customers, and partners
• Answer customer calls and respond to customer cases via all origins (email, chat, etc.) while delighting our customers with a friendly and helpful experience
• Troubleshoot and problem-solve analytically while utilizing a vast knowledge base of documentation and other standard operating procedures (SOPs)
• Escalate issues not resolvable via the knowledge base to Tier 2, as well as set customer expectations for follow-up (i.e., when to expect a follow-up contact and by whom)
• Participate in the on-call rotation as agreed by the Tier 1 & 2 Support team. When on-call, be prepared to address technical issues at all times
• Partner with our Services team for scheduled Service-related tasks, including installation of SC//Platform and 3rd party product integrations
• Provides excellent customer service to EVERY internal and external customer
• Stay up-to-date on new product features and updates, and proactively seek out additional resources and training to deepen understanding of the product.
• Develop and maintain supplemental skills such as networking and 3rd-party product integrations, which can help enhance overall product knowledge.
• Learn and maintain advanced technical knowledge about all aspects of supported products and services provided by Scale Computing
• Understand 3rd-party product integrations sold and supported by Scale Computing

Required Skills/experience

• 1–2 years of experience in IT Support / Helpdesk / Infrastructure support
• Hands-on experience with Windows Server (AD, DNS, basic troubleshooting) - Not required but a plus
• Basic Linux command line skills (SSH, navigating directories, viewing logs, running diagnostic commands)
• Understanding of networking fundamentals (TCP/IP, VLANs, DNS, basic firewall concepts)
• Basic hardware knowledge (HDD vs SSD, RAID/mirroring concepts, CPU/RAM fundamentals)
• Experience using a ticketing system (Salesforce, ServiceNow, Jira, etc.)
• Ability to gather logs, document findings clearly, and **escalate appropriately**
• Excellent communication skills tailored to audiences at all levels, including C-suite executives, engineering, and other business support staff
• Proficient in organization, project management, and follow-through