Tier 1 Technical Support Engineer

Scale Computing

RemotePosted 1 августа 2026 г.

About the role

Scale Computing is seeking a Tier 1 Technical Support Engineer to provide first-line support for post-sales customers, helping to ensure exceptional customer satisfaction. The ideal candidate is a collaborative, customer-focused problem-solver with strong communication skills who can thrive in a remote work environment.

Tier 1 Technical Support Engineer

Scale Computing

RemotePosted 1 августа 2026 г.

About the role

Scale Computing is seeking a Tier 1 Technical Support Engineer to provide first-line support for post-sales customers, helping to ensure exceptional customer satisfaction. The ideal candidate is a collaborative, customer-focused problem-solver with strong communication skills who can thrive in a remote work environment.

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 cases via email, chat, and other channels while delivering a friendly and helpful experience.
Troubleshoot analytically using the knowledge base and SOPs; escalate unresolved issues to Tier 2 and set clear follow-up expectations.
Participate in the on-call rotation and address technical issues as needed.
Partner with the Services team for installations of Scale Computing platforms and third-party product integrations.
Deliver excellent customer service to internal and external customers.
Stay up-to-date on new product features and proactively seek additional training to deepen product knowledge.
Develop supplementary skills such as networking and third-party integrations to enhance product knowledge.
Maintain advanced technical knowledge of all supported products and services.
Understand third-party integrations supported by Scale Computing.

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 cases via email, chat, and other channels while delivering a friendly and helpful experience.
Troubleshoot analytically using the knowledge base and SOPs; escalate unresolved issues to Tier 2 and set clear follow-up expectations.
Participate in the on-call rotation and address technical issues as needed.
Partner with the Services team for installations of Scale Computing platforms and third-party product integrations.
Deliver excellent customer service to internal and external customers.
Stay up-to-date on new product features and proactively seek additional training to deepen product knowledge.
Develop supplementary skills such as networking and third-party integrations to enhance product knowledge.
Maintain advanced technical knowledge of all supported products and services.
Understand third-party integrations supported by Scale Computing.