Tier 2 Support Engineer B

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: As a member of the Support Team, the Tier 2 Software Support Engineer will support the deployment and troubleshooting of TrueNAS solutions for customers. Ability to provide technical expertise to the Support Team for issues raised in the field is required, including occasional after-hours engagements, and working through complex customer issues. The debugging work will include hardware issues, firmware, and OS interoperability exceptions, and local recreation of issues when possible. Strong customer focus is also a must along with demonstrable troubleshooting and configuration competency in a wide variety of categories.

This is an in-office role based out of our Makati office. The schedule for this role is Friday through Sunday from 7:00am to 8:00pm local time.  

Base Pay Range

The base pay range of this position is $25,000 to  $30,000 USD per year. 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

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

Answering incoming questions through our various support channels, providing business and

product knowledge

Triage, routing, and escalation of customer engagements to the appropriate staff or teams

Generating new service cases for customers or providing updates on existing cases

Providing basic product knowledge to customers

Assisting customers with product configuration and maintenance per their SLA

Reviewing/summarizing failures, errors, and/or changes found within our storage platform’s debugs to move tickets toward resolution and/or escalation

Identifying failed components and submitting RMA requests for parts or assemblies, and remotely assisting customers with replacements

Providing System Verification and/or Health Check Reviews for support renewals or upon customer request

Auditing config docs, and configuration of in-house TrueNAS systems.

Assisting customers with TrueNAS onsite configuration and/or product walkthrough

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.

Provide on-call, after-hours support as needed. 

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

Experience working in a support organization dealing with enterprise customers

Familiarity with enterprise storage concepts

Comfortable working within multiple computer operating systems IE: (Windows, Mac, Linux)

Experience using office suite software IE: (G-Suite, Microsoft Office, Libre Office, ETC)

Administration experience for enterprise storage technologies along with configuring associated

applications deployed across heterogeneous operating systems (Windows, Unix, Mac) environments

Demonstrable troubleshooting, performance analysis, and configuration competency in a wide

variety of categories, including:

Solid competency of UNIX Linux, Windows, OS X, Networking, and file protocol experience: TCP/IP,

CIFS/SMB, NFS, AFP, iSCSI, HTTP, FTP

Storage functionality: SAN, NAS, RAID levels, LUNs, multipathing, and ZFS-specific knowledge

Familiarity with various terminal/shell environments such as Bourne/Bash, Powershell,csh,zsh

Solid competency in :

Type 1 and 2 hypervisors such as VMWare, Xen, Hyper-V

The FreeBSD operating system

The Linux operating system

Directory services such as LDAP, NIS, AD

Good understanding of Layer 2/3 network protocols and high availability concepts

General understanding of disaster recovery concepts and their implementations

Mid-to-high-level mastery of ZFS (snapshots, clones, ZFS send/receive, space usage)

Solid competency with Unix and Windows permissions schemes and ACLs

Full understanding of TCP/IP concepts (routing, switching, subnetting, firewalls)

Familiarity with networking hardware (ethernet interfaces, switches, routers, and media types)

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.