Tier II Support Engineer
1 day ago
Campbell
Job DescriptionSalary: $60,000 - $90,000 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 an onsite role in our Campell, CA office. Base Pay Range The base pay range of this position is $60,000 to $90,000 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 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 persons potential impact in the role and value their unique path to this point in their career. • Bachelors 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, knowledge, and demonstrated skills in the following: • Linux System Administration skills, including; vi editor, interpreting /var/log files (Application, Event, Service, and System Logs), and taking appropriate action to ensure reliable operation (interactions between OS layer and hardware layer), • BIOS and IPMI/BMC firmware installation along with advanced troubleshooting and configuration, • Interconnection technologies/protocols such as PCI Express, NVMe, and USB, • Storage device connection technologies such as SATA, SAS, NVMe, • Storage RAID levels, advantages and disadvantages of each level, understanding of which RAID level is best practice for various use cases such as backup, performance, boot devices, etc., • Network technologies, strong understanding of Ethernet and TCP/IP, switching/routing, ability to work at all levels of the OSI model, strong knowledge of network aggregation and virtualization, LAGG, LACP, VIP, VLAN, • Storage filesystems, ZFS, GlusterFS, • Storage transport and network file system protocols, SMB, iSCSI, NFS, • Virtualization and hypervisors such as VMware vSphere / ESXi, Hyper-V, Xen / Citrix XenServer, Red Hat Enterprise Virtualization (RHEV), KVM, • Remote monitoring and management of host system technologies (mainly BMC/IPMI similar to HP iLO or Dell DRAC) and command-line utilities such as ipmitool, interpreting logs such as system event log and recommending/taking appropriate action, • Integrating commercially-available computer components into server systems from SuperMicro, ASUS, ASRock, Gigabyte, Dell, and others, • Hands on experience with systems assembly, installing motherboards and add on cards, NICs and transceivers, HBAs/expanders, HDDs, SSDs, wiring/cabling, server microprocessors, AMD (EPYC) and Intel (Xeon), • Diagnose the root cause of high level system failures - includes identifying failing components and source(s) of failure, • Research server and storage documents, determine Linux version interoperability, • Write/modify shell scripts as needed to run tests and benchmarks, automation of tasks is a plus, • Remote login and command-line execution, file transfer, SSH, FTP, • Benchmarking methods, test diagnostics and stress testing of computer hardware (CPU, memory, networking, storage), • Strong written and verbal communication skills, demonstrated ability to support customers (internal and/or external), • Red Hat Certified Systems Administrator (RHCSA), SUSE Certified Administrator (SCA), or equivalent, • VMware vSphere / ESXi Certification - VMware Certified Professional or equivalent, • Strong knowledge of High-Performance Computing (HPC), • Deep knowledge of Storage Solutions, • Deep knowledge of Networking both hardware and software, • Familiarity with accelerated computing technologies (e.g., GPUs) 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.