Tier 1 Technical Support Engineer — Remote & Customer‑Focused

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

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.