Tier 2 Support Engineer (Remote, Dallas or Chicago)

Job Description

Job Description

Salary : 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 200+ 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, youll 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 youre ready to help shape the future of enterprise storage, wed love to connect.

Position Overview :

As a member of the Support Team, the Tier 2 Hardware Support Engineer will support the deployment and troubleshooting of custom server solutions for customers. Ability to provide technical expertise to the Support Team for issues raised in the field is required, including occasional on-site and internal bench work to debug complex customer issues. The debugging work will include complex hardware issues, firmware, and OS interoperability exceptions. Strong

customer focus is also a must along with demonstrable troubleshooting and configuration competency in a wide variety of categories.

This is a fully remote position in Chicago, IL or Dallas, TX

Base Pay Range

The base pay range of this position is $60,000 to $80,000 USD annually.

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 including 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

The essential functions and responsibilities for this position include, but are not limited to, the following. Other duties may be assigned as needed.

• Work in coordination with customers to identify any hardware-related issues.
• Support Linux-based, high-performance computing (HPC) and Storage Solutions featuring a wide range of technologies.
• 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

Required :

Preferred :

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.