Technical Support Engineer - L1
DDN · Remote · Wheat Ridge Office · Remote - Colorado ·
COMPENSATION
$65k – $85k
Listed on the employer's job board (Ashby)
- L1 Support Role
- Tintri Storage
- Linux & Networking
- 24x7 Shift Work
- Global Team
As a Technical Support Engineer L1, you will manage customer issues from initial intake through resolution or escalation. You will apply troubleshooting procedures and analyze logs to restore service for Tintri storage systems.
The position requires collaboration with senior engineers and internal teams across hardware, software, networking, and virtualization domains. You will maintain accurate case documentation and ensure clear communication with customers.
What you'll do
- Own support cases from intake to resolution with a customer-first approach
- Troubleshoot hardware, software, and performance issues in storage systems
- Analyze logs and diagnostic data to identify root causes
- Use knowledge bases and tools to deliver timely technical solutions
- Communicate status updates and action plans to customers clearly
- Maintain accurate case histories including symptoms and next steps
- Escalate complex issues to senior engineers with proper context
- Create and improve knowledge-base articles for reusable content
- Work shifts including weekends and holidays as required
What you'll need
- Two to three years of enterprise technical support experience
- Basic familiarity with Linux commands and system troubleshooting
- Understanding of SAN, NAS, Unix, Windows, and RAID systems
- Ability to troubleshoot across OS, network, and storage components
- Working knowledge of TCP/IP networking principles
- Familiarity with VMware, Hyper-V, or Platform9 virtualization
- Bachelor's degree in Computer Science or related field preferred
- Strong written and verbal English communication skills
- Comfortable working in a collaborative, global support environment
Nice to have
- Exposure to Microsoft products, NFS, ZFS, or Citrix
- Experience with Cisco, UCS, or Kubernetes technologies
Stack
- Tintri
- Linux
- Unix
- Windows
- SAN
- NAS
- VMware
- Hyper-V
- Platform9
- NFS
- ZFS
- Citrix
- Cisco
- UCS
- Kubernetes
How you'll work
- Target shift: Monday to Friday, 8 AM to 5 PM Pacific Time
- Part of a 24x7x365 global support organization
- Must work assigned shifts including weekends and holidays