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TrueNAS · 1 day ago

Tier 3 Support Engineer - EMEA

United States

Full-time

Remote

Senior Level

$80K/yr - $120K/yr

TrueNAS is redefining enterprise storage by delivering proven data resilience, performance, and flexibility without the complexity or constraints of legacy solutions. The role of Technical Support Engineer involves troubleshooting complex storage, networking, and system-level issues while collaborating with engineering and cross-functional teams to enhance product quality and customer experience.

Information TechnologyIT InfrastructureOpen Source

Growth Opportunities

Responsibilities

Deliver Exceptional Customer Experiences – Provide high-quality, customer-focused solutions that enhance satisfaction, retention, and overall business value

Drive Collaboration Across Cross-Functional Teams – Work effectively with internal departments to align technical solutions with business objectives, fostering a seamless support experience

Lead and Advocate for Customer-Centric Solutions – Partner with department and company leaders to identify, propose, and implement strategies that enhance product offerings and service delivery

Design, Test, and Deliver Scalable Technical Solutions – Develop and refine solutions that empower technical staff, improve operational efficiency, and contribute to product innovation

Develop and Facilitate Training Programs – Create and lead training sessions to enhance technical knowledge and support capabilities within the team

Act as a Technical Escalation Point – Provide expertise in resolving complex technical issues and serve as a trusted resource for frontline support teams

Drive Product and Service Enhancements – Work closely with higher-tier support engineers to present technical solutions, documentation, and investigative findings to engineering, directly influencing product improvements

Own and Resolve Complex Technical Challenges – Take initiative in diagnosing and resolving high-impact technical issues efficiently while implementing proactive measures to prevent recurrence

Engage Professionally with Customers – Deliver clear, concise, and effective communication to customers, ensuring a seamless support experience and fostering strong relationships

Identify and Report Trends to Influence Business Strategy – Analyze customer issues, trends, and feedback to inform product development, service enhancements, and strategic initiatives

Maintain Comprehensive Documentation – Keep detailed records of customer interactions, troubleshooting steps, and resolution processes to improve efficiency and knowledge sharing

Develop and Enhance Knowledge Resources – Create and update knowledge base articles and technical documentation to support customers and colleagues

Champion Continuous Improvement – Stay up-to-date with emerging technologies, industry trends, and best practices to optimize support operations and drive innovation

Contribute to Business Growth and Product Innovation – Collaborate with stakeholders to refine products and services based on technical insights, customer feedback, and evolving industry standards

Support Global Operations – Travel up to 25-30% to engage with customers and teams, ensuring effective deployment and support of technical solutions

Qualification

FreeBSDZFSEnterprise Storage SolutionsNetworking ProtocolsMulti-OS ProficiencyStorage InfrastructureVirtualization TechnologiesFluency in EnglishProfessional proficiency in GermanFrenchLeadership