{"id":1121476,"url":"https://alion.io/job/ddn-technical-support-engineer-l1","title":"Technical Support Engineer - L1","company":{"id":672909,"name":"DDN","domain":"ddn.com","url":"https://alion.io/company/ddn","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":98,"open_postings":8,"ghost_share":0,"stale_share":0,"repost_share":0.125,"time_to_fill_p50_days":44,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":65000,"max":85000,"currency":"USD","period":"year","gross":null,"usd_annual":85000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Hyper-V","optional":false},{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false},{"name":"TCP/IP","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-22T19:12:23Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-11-12T20:07:32Z","board_verified":true,"closed_at":null,"days_open":51,"trust":{"level":"ok","repost_count":2,"flags":["repost"],"days_open":50},"description":"The Technical Support Engineer L1 provides first-level technical support to customers, support personnel, and field teams using Tintri storage solutions. This role owns customer issues from initial intake through resolution or escalation, applying established troubleshooting procedures, technical documentation, internal expertise, log analysis, and support tools to restore service and deliver a high-quality customer experience.\nThe engineer works across hardware, software, operating systems, networking, virtualization, and storage environments. The role requires clear customer communication, accurate case documentation, disciplined follow-up, and effective collaboration with senior Technical Support Engineers, escalation teams, engineering, and other internal stakeholders.\nKey Responsibilities\nTake ownership of assigned support cases and act with a customer-first mindset.\n\nTroubleshoot and resolve common hardware, software, interoperability, configuration, and performance issues affecting storage systems and solutions.\n\nGather and analyze logs, diagnostic data, error messages, system information, and environmental details to identify likely causes and recommended next steps.\n\nUse knowledge bases, scripts, internal tools, product documentation, and established support procedures to deliver timely and effective solutions.\n\nCommunicate technical findings, action plans, status updates, and recommendations clearly to customers and internal teams.\n\nMaintain complete and accurate case histories, including symptoms, troubleshooting performed, current status, customer impact, and next actions.\n\nEscalate complex or out-of-scope issues to senior Technical Support Engineers, escalation engineers, or engineering teams with sufficient technical background for efficient handoff.\n\nCreate and improve knowledge-base articles and reusable troubleshooting content.\n\nMonitor assigned service calls, meet follow-up commitments, and provide regular status updates until resolution or formal handoff.\n\nSupport a 24x7x365 operation, including shift work, weekends, and holidays as required.\n\nRequired Qualifications\nTwo to three years of enterprise-level technical support experience or an equivalent technical degree and practical experience.\n\nBasic familiarity with Linux commands and system troubleshooting.\n\nWorking understanding of SAN and NAS storage, Unix and Windows operating systems, CPU and memory architecture, disks, and RAID systems.\n\nAbility to troubleshoot across applications, operating systems, network switching, and storage components.\n\nWorking knowledge of TCP/IP networking and troubleshooting.\n\nFamiliarity with virtualization platforms such as VMware, Hyper-V, or Platform9.\n\nExposure to technologies such as VMware, Microsoft products, NFS, ZFS, Citrix, Cisco, UCS, or Kubernetes is preferred.\n\nBachelor's degree in Computer Science, Engineering, Mathematics, or a related field, or equivalent work experience.\n\nStrong written and verbal English communication skills.\n\nAbility to work effectively in a global, highly collaborative, customer-facing support environment.\n\nComfortable operating in a highly collaborative team environment, working closely with peer engineers, senior Technical Support Engineers, escalation teams, and engineering.\n\nCore Competencies\nCustomer focus: Consistently prioritizes customer satisfaction and clear communication.\n\nProblem solving: Uses a systematic, practical, and resourceful approach to isolate causes and determine solutions.\n\nSelf-direction: Seeks relevant information, takes initiative, and progresses work independently within established procedures.\n\nAccountability: Delivers quality results, manages priorities, and follows issues through to resolution or a complete escalation.\n\nContinuous improvement: Contributes new ideas, improves processes, and strengthens the support knowledge base.\n\nWorking Environment\nTarget In-seat Shift: Monday through Friday, 8:00 AM to 5:00 PM Pacific Time.\nThis position operates within a 24x7x365 global support organization. The engineer must be able to work assigned shifts and provide coverage during weekends and holidays when required. Success depends on accurate technical investigation, dependable case ownership, effective written communication, and close collaboration across support and engineering teams.","description_format":"text","description_chars":4327,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Enterprise Storage Systems","Servers & Data Center Hardware"],"lifecycle":[{"event":"open","at":"2026-09-22T19:15:00Z"},{"event":"close","at":"2026-09-29T13:16:46Z"},{"event":"reopen","at":"2026-10-09T14:32:46Z"},{"event":"close","at":"2026-10-14T13:31:50Z"},{"event":"reopen","at":"2026-10-15T19:42:24Z"}],"visa":[],"liveness":{"score":29,"band":"fade","label":"Fading","p_open":1,"p_active":0.536,"p_room":0.55,"age_days":50,"expected_fill_days":44,"reasons":["conf:2","repost:2","urgency","velocity","win:tail"],"computed_at":"2026-11-12T10:38:37Z"},"pay":{"stated_usd_annual":85000,"is_top_pay":true},"html_url":"https://alion.io/job/ddn-technical-support-engineer-l1","json_url":"https://alion.io/job/ddn-technical-support-engineer-l1.json","meta":{"generated_at":"2026-11-12T23:48:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":50283,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":672909},"rest":"https://alion.io/mcp/rest/get_company?id=672909"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fddn-technical-support-engineer-l1"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fddn-technical-support-engineer-l1"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fddn-technical-support-engineer-l1"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ddn-technical-support-engineer-l1\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fddn-technical-support-engineer-l1"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1121476}},{"tool":"search_jobs","arguments":{"company":"ddn.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1121476},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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