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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 1 Technical Support Engineer - **Company:** Scale Inc - **Location:** Indianapolis, IN, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** JIRA, BASIC (Programming Language), RAID, Domain Name System (DNS), Issue Tracking Systems, Linux Commands, Windows Servers, Networking Basics, Salesforce.Com, TCP/IP, Virtual Local Area Networks, Hyperconverged Infrastructure, Firewalls (Computer Science), Hardware Infrastructure, Servicenow - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=a8d96f0c6f5044de ## About the Role A successful Tier 1 Support Engineer requires impeccable problem-solving, communication, and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment. Our employees are intelligent, enthusiastic, entrepreneurial, and actively create the vision of Scale Computing., * Enjoy troubleshooting and problem-solving analytically * Understand customer needs and ensure clarity on the status of technical issues * A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment * An excellent communicator, written and verbal, who is efficient and effective with customers and colleagues via web conferences, email, and in-person interactions * A motivated self-starter who thrives on prioritization and follow-through * Passionately creative in mindset and has the ability to adapt quickly to evolving business needs, * 1-2 years of experience in IT Support / Helpdesk / Infrastructure support * Hands-on experience with Windows Server (AD, DNS, basic troubleshooting) - Not required but a plus * Basic Linux command line skills (SSH, navigating directories, viewing logs, running diagnostic commands) * Understanding of networking fundamentals (TCP/IP, VLANs, DNS, basic firewall concepts) * Basic hardware knowledge (HDD vs SSD, RAID/mirroring concepts, CPU/RAM fundamentals) * Experience using a ticketing system (Salesforce, ServiceNow, Jira, etc.) * Ability to gather logs, document findings clearly, and escalate appropriately * Excellent communication skills tailored to audiences at all levels, including C-suite executives, engineering, and other business support staff * Proficient in organization, project management, and follow-through ## Description The Tier 1 Technical Support Engineer is a critical role in supporting our post-sales Scale Computing customers because our number one goal is to make our customers exceptionally happy when they seek our support. We believe in the Best Ever experiences from the inside out - so this means we're looking for an approachable, friendly candidate who will love their co-workers as much as we love them., * Complete Scale Computing's Onboarding program and work with management to identify any gaps in the training plan * Provide support for the Hyper-converged computing clusters for Scale Computing end-users, customers, and partners * Answer customer calls and respond to customer cases via all origins (email, chat, etc.) while delighting our customers with a friendly and helpful experience * Troubleshoot and problem-solve analytically while utilizing a vast knowledge base of documentation and other standard operating procedures (SOPs) * Escalate issues not resolvable via the knowledge base to Tier 2, as well as set customer expectations for follow-up (i.e., when to expect a follow-up contact and by whom) * Participate in the on-call rotation as agreed by the Tier 1 & 2 Support team. When on-call, be prepared to address technical issues at all times * Partner with our Services team for scheduled Service-related tasks, including installation of SC//Platform and 3rd party product integrations * Provides excellent customer service to EVERY internal and external customer * Stay up-to-date on new product features and updates, and proactively seek out additional resources and training to deepen understanding of the product. * Develop and maintain supplemental skills such as networking and 3rd-party product integrations, which can help enhance overall product knowledge. * Learn and maintain advanced technical knowledge about all aspects of supported products and services provided by Scale Computing * Understand 3rd-party product integrations sold and supported by Scale Computing ## Related Videos - [Why segmenting your infrastructure into tiers makes your infrastructure design better](https://www.wearedevelopers.com/videos/1960-why-segmenting-your-infrastructure-into-tiers-makes-your-infrastructure-design-better) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)