Technical Support Engineer - L1

Overview

Provides first-level technical support for Tintri storage solutions, owning customer issues from intake through resolution or escalation. Troubleshoots across hardware, software, operating systems, networking, virtualization, and storage environments.

What you'll do

• Own assigned support cases through resolution or formal handoff.
• Troubleshoot hardware, software, interoperability, configuration, and performance issues.
• Analyze logs, diagnostics, error messages, and system information.
• Communicate findings, action plans, and status updates to customers and internal teams.
• Document complete case histories and follow-up actions.
• Escalate complex issues with sufficient technical background.
• Create and improve knowledge-base and troubleshooting content.

What you'll need

• 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.
• Understanding of SAN, NAS, operating systems, CPU and memory architecture, disks, and RAID.
• Working knowledge of TCP/IP networking and troubleshooting.
• Familiarity with VMware, Hyper-V, or Platform9.
• Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field, or equivalent work experience.
• Strong written and verbal English communication skills.

Nice to have

• Exposure to VMware, Microsoft products, NFS, ZFS, Citrix, Cisco, UCS, or Kubernetes.

Details

• Target shift: Monday through Friday, 8:00 AM to 5:00 PM Pacific Time.
• Assigned shifts may include weekends and holidays within a 24x7x365 support operation.