Tier 1 Technical Support Engineer

Acumera is now Scale Computing!; Indianapolis (IN); On-site; USD 52,000 - 72,000; Full time

Job summary

Scale Computing is seeking a Tier 1 Technical Support Engineer in Indianapolis, IN, to support post-sales customers and drive exceptional happiness through effective troubleshooting and clear communication.

You will work with a team to address issues via calls, email, and chat, escalate where needed, and stay current with product updates while delivering outstanding service to customers and partners.

Qualifications

• 1–2 years of experience in IT Support / Helpdesk / Infrastructure support
• Hands-on with Windows Server (AD, DNS, basic troubleshooting) – optional
• Basic Linux command line skills
• Understanding of networking fundamentals (TCP/IP, VLANs, DNS)
• Basic hardware knowledge (HDD/SSD, RAID)
• Experience using a ticketing system (Salesforce, ServiceNow, Jira)
• Ability to gather logs and document findings clearly
• Excellent communication skills for all audiences
• Proven organizational and follow-through abilities

Responsibilities

• Complete Scale Computing's onboarding program and help identify training gaps
• Provide support for Hyper-converged clusters for end-users, customers, and partners
• Answer calls and respond to cases via email/chat with a friendly, helpful approach
• Troubleshoot analytically using SOPs and knowledge base
• Escalate non-resolvable issues to Tier 2 and set follow-up expectations
• Participate in on-call rotation as agreed by Tier 1 & 2 teams
• Collaborate with Services team for installations and third-party integrations
• Deliver excellent customer service to all internal and external customers
• Stay updated on new product features and seek additional training
• Develop networking and third-party integration skills to deepen product knowledge
• Maintain deep knowledge of Scale Computing products and services
• Understand third-party integrations offered by Scale Computing

Skills

Troubleshooting

Customer communication

Team collaboration

Windows Server

Linux CLI

Networking basics

Hardware knowledge

Ticketing systems

Documentation

Oral & written communication

Job description

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

Requirements

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 escape 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