> Markdown version of [/jobs/ext/623322-tier-2-support-engineer](https://www.wearedevelopers.com/jobs/ext/623322-tier-2-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 2 Support Engineer - **Company:** Ixsystems Inc. - **Location:** Los Angeles, CA, United States (Remote available) - **Experience:** Expert - **Salary:** $60,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Software Debugging, Firmware, Job Scheduling, Linux System Administration, Open Source Technology, Verification and Validation (Software), Enterprise Data Management, Computer Network Technologies, Software Troubleshooting, Storage Technologies, Information Technology, Server Operating Systems & Platforms - **Published:** June 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=e5822b5697fea34d ## About the Role Do you have experience in Triage?, 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 ## Description 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 position will be open for a minimum of 5 days, a maximum of 90 days. The Day-to-Day * 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. ## Related Videos - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [Using AI Without Losing Your Skills](https://www.wearedevelopers.com/videos/2045-using-ai-without-losing-your-skills) - [One year of the CO2-challenge – insights and lessons learned](https://www.wearedevelopers.com/videos/100251-one-year-of-the-co2-challenge-insights-and-lessons-learned) - [Playing Pong on a shoulder press machine](https://www.wearedevelopers.com/videos/100140-playing-pong-on-a-shoulder-press-machine) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [What I learned as a developer from accidents in space](https://www.wearedevelopers.com/videos/642-what-i-learned-as-a-developer-from-accidents-in-space) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries)