Tier 2 Support Engineer

Description

TrueNAS is redefining enterprise storage by delivering proven data resilience, performance, and flexibility without the complexity or constraints of legacy solutions. As the most deployed storage platform in the world, TrueNAS already powers critical data storage infrastructure for businesses, research institutions, and government agencies across 140+ countries and millions of users. Our mission is simple: to become the most trusted name in data storage.

Originally founded in Silicon Valley in 2002 under the name iXsystems, TrueNAS is a profitable, independent company with a culture rooted in trust, curiosity, technical excellence, and continuous improvement. Whether you work remotely or on-site, you’ll be part of a team that values collaboration and meaningful impact - where people come before profit, and bold ideas drive the future of data infrastructure.

If you’re ready to help shape the future of enterprise storage, we’d love to connect.

Position Overview: As a member of the Support Team, the Tier 2 Software Support Engineer will support the deployment and troubleshooting of TrueNAS solutions for customers. Ability to provide technical expertise to the Support Team for issues raised in the field is required, including occasional after-hours engagements, and working through complex customer issues. The debugging work will include hardware issues, firmware, and OS interoperability exceptions, and local recreation of issues when possible. Strong customer focus is also a must along with demonstrable troubleshooting and configuration competency in a wide variety of categories.

This is a remote position in Los Angeles, CA area. 

Base Pay Range

The base pay range of this position is $60,000 to  $80,000. In addition to base salary, this position is eligible to participate in the Company’s bonus program with a target bonus opportunity of 10% of base salary annually, subject to the achievement of individual and Company performance objectives and the terms of the applicable Company bonus plan.

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. 

TrueNAS offers a comprehensive package of benefits eligible to participate in the Company's annual bonus program , 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.

The Day-to-Day

• Answering incoming questions through our various support channels, providing business and
• product knowledge
• Triage, routing, and escalation of customer engagements to the appropriate staff or teams
• Generating new service cases for customers or providing updates on existing cases
• Providing basic product knowledge to customers
• Assisting customers with product configuration and maintenance per their SLA
• Reviewing/summarizing failures, errors, and/or changes found within our storage platform’s debugs to move tickets toward resolution and/or escalation
• Identifying failed components and submitting RMA requests for parts or assemblies, and remotely assisting customers with replacements
• Providing System Verification and/or Health Check Reviews for support renewals or upon customer request
• Auditing config docs, and configuration of in-house TrueNAS systems.
• Assisting customers with TrueNAS onsite configuration and/or product walkthrough
• 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

Equal Employment Opportunity:

iXsystems DBA TrueNAS, 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.