Technical Support Engineer - L1

About the job

The Technical Support Engineer L1 provides first-level technical support to customers, support personnel, and field teams using Tintri storage solutions. This role owns customer issues from initial intake through resolution or escalation, applying established troubleshooting procedures, technical documentation, internal expertise, log analysis, and support tools to restore service and deliver a high-quality customer experience.

The engineer works across hardware, software, operating systems, networking, virtualization, and storage environments. The role requires clear customer communication, accurate case documentation, disciplined follow-up, and effective collaboration with senior Technical Support Engineers, escalation teams, engineering, and other internal stakeholders.

KEY RESPONSIBILITIES

• Take ownership of assigned support cases and act with a customer-first mindset.

• Troubleshoot and resolve common hardware, software, interoperability, configuration, and performance issues affecting storage systems and solutions.

• Gather and analyze logs, diagnostic data, error messages, system information, and environmental details to identify likely causes and recommended next steps.

• Use knowledge bases, scripts, internal tools, product documentation, and established support procedures to deliver timely and effective solutions.

• Communicate technical findings, action plans, status updates, and recommendations clearly to customers and internal teams.

• Maintain complete and accurate case histories, including symptoms, troubleshooting performed, current status, customer impact, and next actions.

• Escalate complex or out-of-scope issues to senior Technical Support Engineers, escalation engineers, or engineering teams with sufficient technical background for efficient handoff.

• Create and improve knowledge-base articles and reusable troubleshooting content.

• Monitor assigned service calls, meet follow-up commitments, and provide regular status updates until resolution or formal handoff.

• Support a 24x7x365 operation, including shift work, weekends, and holidays as required.

REQUIRED QUALIFICATIONS

• Two to three years of enterprise-level technical support experience or an equivalent technical degree and practical experience.

• Basic familiarity with Linux commands and system troubleshooting.

• Working understanding of SAN and NAS storage, Unix and Windows operating systems, CPU and memory architecture, disks, and RAID systems.

• Ability to troubleshoot across applications, operating systems, network switching, and storage components.

• Working knowledge of TCP/IP networking and troubleshooting.

• Familiarity with virtualization platforms such as VMware, Hyper-V, or Platform9.

• Exposure to technologies such as VMware, Microsoft products, NFS, ZFS, Citrix, Cisco, UCS, or Kubernetes is preferred.

• Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field, or equivalent work experience.

• Strong written and verbal English communication skills.

• Ability to work effectively in a global, highly collaborative, customer-facing support environment.

• Comfortable operating in a highly collaborative team environment, working closely with peer engineers, senior Technical Support Engineers, escalation teams, and engineering.

CORE COMPETENCIES

• Customer focus: Consistently prioritizes customer satisfaction and clear communication.

• Problem solving: Uses a systematic, practical, and resourceful approach to isolate causes and determine solutions.

• Self-direction: Seeks relevant information, takes initiative, and progresses work independently within established procedures.

• Accountability: Delivers quality results, manages priorities, and follows issues through to resolution or a complete escalation.

• Continuous improvement: Contributes new ideas, improves processes, and strengthens the support knowledge base.

WORKING ENVIRONMENT

Target In-seat Shift: Monday through Friday, 8:00 AM to 5:00 PM Pacific Time.

This position operates within a 24x7x365 global support organization. The engineer must be able to work assigned shifts and provide coverage during weekends and holidays when required. Success depends on accurate technical investigation, dependable case ownership, effective written communication, and close collaboration across support and engineering teams.