Tier 2 Support Engineer

iXsystems

Tier 2 Software Support Engineer providing technical support for TrueNAS solutions and troubleshooting. Responsible for customer engagement and mentoring junior team members in a remote environment.

Posted 6/20/2026full-timeRemote • California • 🇺🇸 United StatesSeniorLead💰 $60,000 - $80,000 per yearWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

UNIXLinuxLinux systems administrationopen source technologiesnetwork technologiessoftware-defined storageHigh-Performance Computing (HPC)cluster resource managementjob schedulingtroubleshooting

Soft Skills

technical expertisementoringtask managementmonitoringcustomer supportdocumentationproblem-solvingcommunicationteam collaborationescalation management

Tools & Technologies

TrueNASstorage platformRMA requestsservice case managementSLA managementdebugging toolsconfiguration managementcustomer engagement toolsfield support toolsadministration tools

Certifications & Qualifications

Bachelor’s Degree in Computer ScienceBachelor’s Degree in Computer EngineeringBachelor’s Degree in Electrical Engineering

Industry Keywords

storage solutionscustomer engagementtechnical supportservice level agreement (SLA)failure analysiserror reviewproduct configurationonsite configurationprocess documentationescalation procedures

Tech Stack

Tools & technologies

LinuxOpen SourceUnix

About the role

Key responsibilities & impact

Support the deployment and troubleshooting of TrueNAS solutions for customers
Provide technical expertise to the Support Team for issues raised in the field
Triage, routing, and escalation of customer engagements to the appropriate staff or teams
Generate new service cases for customers or provide updates on existing cases
Assist customers with product configuration and maintenance per their SLA
Review/summarize failures, errors, and/or changes found within our storage platform’s debugs
Identify failed components and submit RMA requests for parts or assemblies
Assist customers with TrueNAS onsite configuration and/or product walkthrough
Fully document processes, procedures, and all work performed
Mentor, task, and monitor junior team members

Requirements

What you’ll need

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

Benefits

Comp & perks

Participate in the Company's annual bonus program
health
dental
vision
disability
life insurance
paid time-off
401(k)
health and flexible spending accounts
stock purchase plan and more