Tier II Support Engineer (Remote, US)

iXSystems; Maryville (TN); Remote; USD 60,000 - 80,000; Full time

Job summary

An innovative company in the data storage sector is seeking a dedicated Tier 2 Hardware Support Engineer. This fully remote position offers the chance to work with cutting-edge technologies and collaborate with a dynamic support team. You will be responsible for diagnosing complex hardware issues, providing expert user support, and mentoring junior team members. The ideal candidate will have a solid background in Linux system administration and a passion for customer service. Join a forward-thinking organization that values its employees and fosters a culture of growth and collaboration.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Paid Time Off

Flexible Spending Accounts

Stock Purchase Plan

Qualifications

• 7+ years of hands-on experience with UNIX/Linux server environments.
• Strong Linux systems administration skills and experience with open source technologies.
• Understanding of network technologies, architectures, and protocols.

Responsibilities

• Work in coordination with customers to identify hardware-related issues.
• Troubleshoot software and hardware issues.
• Document processes and mentor junior team members.

Skills

Linux System Administration

Troubleshooting

Customer Support

Network Technologies

Storage Solutions

High-Performance Computing (HPC)

Education

Bachelor's Degree in Computer Science

Tools

VMware vSphere / ESXi

ZFS

GlusterFS

Job description

Description

Looking to join a company with an amazing culture, a higher purpose, that puts people before profit? Founded in Silicon Valley in 2002, iXsystems is a profitable, growing, self-funded global company that is changing the data storage industry with TrueNAS, the world's most popular Open Source storage software.

iXsystems, an industry leader in Open Source storage and custom server solutions, is actively searching for a committed, experienced and enthusiastic Tier 2 Hardware Support Engineer to provide advanced support of escalation cases. We are therefore looking for individuals who are highly driven and able to work closely within the Support Team in fielding server hardware and application support cases.

As a member of the Support Team, the Tier 2 Hardware Support Engineer will support the deployment and troubleshooting of custom server solutions for customers. Ability to provide technical expertise to the Support Team for issues raised in the field is required, including occasional on-site and internal bench work to debug complex customer issues. The debugging work will include complex hardware issues, firmware, and OS interoperability exceptions. Strong

customer focus is also a must along with demonstrable troubleshooting and configuration competency in a wide variety of categories.

This is a fully remote position.

Base Pay Range

The base pay range of this position is $60,000 to $80,000 USD annually. Additional compensation through the Incentive Bonus Program is available for this position.

Please note that the provided range reflects the pay spectrum for positions within the same job category as the one to which this position belongs. The final offer will consider various factors, such as location, education, and prior experience, to ensure a comprehensive and fair compensation assessment.

iXsystems offers a comprehensive package of benefits including health, dental, vision, disability, and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.

Expected Posting Timelines

This position will be open for a minimum of 5 days, a maximum of 90 days.

Why join iXsystems?

Founded in Silicon Valley in 2002, iXsystems is a profitable, growing, self-funded global company that is changing the data storage industry with TrueNAS, the world's most popular Open Source storage software. Relied upon by millions in over 200 countries, TrueNAS is an award-winning universal data platform used by a majority of Fortune 500 companies.

At iX, we think people before profit. We provide an ultra-collaborative environment to our employees and open source communities so we can maintain being the world’s most deployed storage software and pursue kaizen.

(In office) We make work fun with things like company team-building events, complimentary food and drinks in the lounge, and a flexible atmosphere that allows creativity to thrive. We are big on promoting from within and opportunities to move up in the company are everywhere for high-performers that want to take their careers to the next level.

(Remote) From your home office, iXians across the globe collaborate in real-time to deliver the best customer experience possible. Light on meetings, our agile stand-up environment helps all employees develop relationships and better deliver outcomes. We live our values every day, striving to be inclusive, and building a worldwide community that believes people come first.

The Day-to-Day

The essential functions and responsibilities for this position include, but are not limited to, the following. Other duties may be assigned as needed.

• Work in coordination with customers to identify any hardware-related issues.
• Support Linux-based, high-performance computing (HPC) and Storage Solutions featuring a wide range of technologies.
• Render professional, timely, and expert user support.
• Troubleshoot software and hardware issues.
• Prioritize duties in consultation with customers.
• Direct the RMA process and coordinate support escalations for iXsystems and third-party hardware and software.
• Fully document processes, procedures, and all work performed.
• Mentor, task, and monitor junior team members.
• Participate in growing iXsystems’ technical capabilities through knowledge-sharing and team activities.
• Investigate and solve technical issues encompassing Enterprise Data Center Hardware, Software, and storage technologies.
• Diagnose the root cause of high-level system failures - includes identifying failing components and source(s) of failure.

Education and Experience

We have identified the following programs, experience, and knowledge that have helped others find success in this role at iXSystems. We understand though that knowledge comes from many forms of learning and experiences. Above all, we consider a person’s potential impact in the role and value their unique path to this point in their career.

• Bachelor’s Degree in Computer Science, Computer/Electrical Engineering, or a related field (or equivalent experience)
• 7+ years of hands-on experience with UNIX/Linux server environments
• Strong Linux systems administration skills and experience with open source technologies
• Understanding of network technologies, architectures, and protocols
• Practical knowledge of software-defined storage architecture and administration
• Practical knowledge of implementation and administration of High-Performance
• Computing (HPC) technologies, including cluster resource management, job scheduling, etc.
• A combination of professional or educational experience (whether formal or informal) that affords you with the knowledge, skills, and abilities above
• Could require up to 20% domestic travel

Required:

• Linux System Administration skills, including; vi editor, interpreting /var/log files (Application, Event, Service, and System Logs), and taking appropriate action to ensure reliable operation (interactions between OS layer and hardware layer)
• BIOS and IPMI/BMC firmware installation along with advanced troubleshooting and configuration
• Interconnection technologies/protocols such as PCI Express, NVMe, and USB
• Storage device connection technologies such as SATA, SAS, NVMe
• Storage RAID levels, advantages and disadvantages of each level, understanding of which RAID level is best practice for various use cases such as backup, performance, boot devices, etc.
• Network technologies, strong understanding of Ethernet and TCP/IP, switching/routing, ability to work at all levels of the OSI model, strong knowledge of network aggregation and virtualization, LAGG, LACP, VIP, VLAN
• Storage filesystems, ZFS, GlusterFS
• Storage transport and network file system protocols, SMB, iSCSI, NFS
• Virtualization and hypervisors such as VMware vSphere / ESXi, Hyper-V, Xen / Citrix XenServer, Red Hat Enterprise Virtualization (RHEV), KVM
• Remote monitoring and management of host system technologies (mainly BMC/IPMI – similar to HP iLO or Dell DRAC) and command-line utilities such as ipmitool, interpreting logs such as system event log and recommending/taking appropriate action
• Integrating commercially-available computer components into server systems from SuperMicro, ASUS, ASRock, Gigabyte, Dell, and others
• Hands on experience with systems assembly, installing motherboards and add on cards, NICs and transceivers, HBAs/expanders, HDDs, SSDs, wiring/cabling, server microprocessors, AMD (EPYC) and Intel (Xeon)
• Diagnose the root cause of high level system failures - includes identifying failing components and source(s) of failure
• Research server and storage documents, determine Linux version interoperability
• Write/modify shell scripts as needed to run tests and benchmarks, automation of tasks is a plus
• Remote login and command-line execution, file transfer, SSH, FTP
• Benchmarking methods, test diagnostics and stress testing of computer hardware (CPU, memory, networking, storage)
• Strong written and verbal communication skills, demonstrated ability to support customers (internal and/or external)
• Strong interpersonal skills along with the ability to track and complete numerous simultaneous customer support tasks

Preferred:

• Red Hat Certified Systems Administrator (RHCSA), SUSE Certified Administrator (SCA), or equivalent
• VMware vSphere / ESXi Certification - VMware Certified Professional or equivalent
• Strong knowledge of High-Performance Computing (HPC)
• Deep knowledge of Storage Solutions
• Deep knowledge of Networking both hardware and software
• Familiarity with accelerated computing technologies (e.g., GPUs)

Equal Employment Opportunity:

iXsystems, Inc. provides equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer-related or HIV/AIDS-related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.