Technical Support Engineer L1 - Storage Solutions

About the role

The Technical Support Engineer L1 provides first-level technical support to customers, support personnel and field teams using Tintri storage solutions. The engineer owns each case from intake through resolution or escalation, covering hardware, software, operating systems, networking, virtualization and storage environments. The target shift is Monday to Friday, 8:00 AM to 5:00 PM Pacific Time, within a 24x7x365 global support organization; weekend and holiday coverage is required.

Key responsibilities

• Take ownership of assigned support cases with a customer-first mindset.
• Troubleshoot and resolve common hardware, software, interoperability, configuration and performance issues affecting storage systems.
• Gather and analyze logs, diagnostic data, error messages and system information to identify causes and next steps.
• Use knowledge bases, scripts, internal tools and product documentation to deliver timely solutions.
• Communicate findings, action plans, status updates and recommendations clearly to customers and internal teams.
• Maintain complete case histories and escalate complex or out-of-scope issues to senior engineers or engineering teams.
• Create and improve knowledge-base articles and reusable troubleshooting content.
• Monitor service calls, meet follow-up commitments and update status until resolution or handoff.
• Support a 24x7x365 operation, including shift work, weekends and holidays.

Required profile

• Two to three years of enterprise-level technical support experience, or an equivalent technical degree and practical experience.
• Bachelor's degree in Computer Science, Engineering, Mathematics or a related field, or equivalent work experience.
• Strong written and verbal English and ability to work in a global, collaborative, customer-facing support environment.

Required skills

• Basic Linux command-line knowledge and system troubleshooting.
• Working knowledge of SAN and NAS storage, Unix and Windows, CPU and memory architecture, disks and RAID.
• Working knowledge of TCP/IP networking and troubleshooting.
• Familiarity with virtualization platforms such as VMware, Hyper-V or Platform9.
• Preferred: exposure to VMware, Microsoft products, NFS, ZFS, Citrix, Cisco, UCS or Kubernetes.