Tier 1 Support Engineer

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, you'll 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 you're ready to help shape the future of enterprise storage, we'd love to connect.

Position Overview:

The Tier 1 Support Engineer is a hybrid role combining frontline technical support with customer service responsibilities. This role ensures the timely and effective resolution of customer issues, provides clear communication, and delivers a world-class support experience. The position requires technical troubleshooting, case management, and proactive communication, while also supporting customer interactions via phone, email, and ticketing systems.

This is a fully in-office role based out of our Makati office. This role will work Sunday through Thursday from 9:00 pm PHT - 6:00 am PHT.

Base Pay Range

The base pay range of this position is $20,000 to $25,000 USD annually. Additional compensation through the Incentive Bonus Program is available for this position after successfully completing 6-months of employment.

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, paid time off, and stock options.

Expected Posting Timelines

This position will be open for a minimum of 5 days, a maximum of 90 days.

The Day-to-Day

• Serve as the initial point of contact for customers, handling inquiries via phone, email, and case system.
• Troubleshoot and resolve Tier 1-level technical issues, escalating to higher tiers as necessary.
• Monitor open cases and ensure timely responses to customer follow-ups.
• Use Salesforce Service Cloud to manage and document all support interactions.
• Collaborate with Tier 2/3 engineers to resolve complex technical cases.
• Assist with hardware replacement coordination (RMAs), ensuring clear customer communication.
• Provide proactive customer updates and set proper expectations regarding issue resolution.
• Support weekend coverage on a rotational or assigned basis to reduce on-call dependency.
• Operating systems: Basic administration of Linux (shell, permissions, services, logs) and Windows Server (services, Event Viewer).
• Networking fundamentals: TCP/IP, DNS, DHCP, subnets/VLANs, routing basics; ability to trace connectivity issues (ping, traceroute, netstat).
• Storage fundamentals: RAID/ZFS concepts, pools/datasets, snapshots/replication, iSCSI/NFS/SMB basics, capacity/performance terminology (IOPS/latency/throughput).
• Directory services & identity: Understanding of AD/LDAP concepts, group/user mapping, and common integration pitfalls.
• Log collection & analysis: Gather and interpret system/application logs; summarize findings for escalations.
• Upgrades & patching: Execute guided firmware/software upgrades with change-control discipline and rollback awareness.
• Remote access & security hygiene: SSH/RDP usage, keys/password practices, TLS/SSL basics; sensitivity to customer data and access control.
• Troubleshooting methodology: Clear problem statements, hypothesis testing, step-by-step isolation, and precise documentation.
• Hands-on experience with enterprise storage (e.g., ZFS-based systems) or NAS/SAN environments.
• Virtualization basics: (Multiple Platforms)
• Scripting/automation familiarity: Bash or PowerShell for log gathering, basic health checks, or repetitive tasks.
• Networking tools: Packet capture (tcpdump/Wireshark) for simple client/server triage.
• Ticketing/CRM: Salesforce Service Cloud (cases, macros, knowledge, entitlements/milestones).
  Monitoring/telemetry exposure and interpreting metrics for health/performance triage.

Education and Experience

We have identified the following programs, experience, and knowledge that have helped others find success in this role at iXSystems. We understand though that knowledge comes from many forms of learning and experiences. Above all, we consider a person's potential impact in the role and value their unique path to this point in their career.

• 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
• Excellent written and verbal communication with a customer-first mindset and empathy under pressure.
• Strong organizational skills; ability to juggle multiple cases and meet SLA commitments.
• Ability to translate technical findings into clear customer-facing updates.
• Team-oriented; effective at handoffs, documentation, and cross-functional collaboration.
• Willingness to work flexible hours, including weekends/holidays as scheduled.
• Customer-Centric Mindset: Communicate proactively and respectfully; set and meet expectations.
• Continuous Improvement: Contribute to playbooks/runbooks; suggest tooling or process enhancements.
• Ownership & Accountability: Drive cases to resolution; document thoroughly for continuity and learning.
• Security & Compliance Awareness: Handle customer data responsibly; follow access and privacy policies.

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.