Tier 1 Technical Support Engineer - Remote-Ready

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, 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