{"id":1375725,"url":"https://alion.io/job/unraid-tier-ii-technical-support","title":"Tier II Technical Support","company":{"id":1804765,"name":"Unraid","domain":"unraid.net","url":"https://alion.io/company/unraid","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"UTC-10 – UTC-5","utc_offset_min":-10,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":60000,"max_usd":117000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":37},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DNS","optional":false},{"name":"Docker","optional":false},{"name":"KVM","optional":false},{"name":"Linux","optional":false},{"name":"QEMU","optional":false}],"status":"live","first_seen_at":"2026-08-06T21:08:05Z","employer_posted_date":"2026-08-06","last_verified_at":"2026-09-30T16:33:57Z","board_verified":true,"closed_at":null,"days_open":55,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":55},"description":"Application Period: August 17 - September 15, 2026\nLocation: Remote; North American time zones (UTC -5 to UTC -10)\nCompany: Lime Technology, Inc.\nReports to: VP of Quality and Support\nDepartment: Support\nStart Date: September 15, 2026\nClassification: Individual Contributor - Support - Technical Support II\nCompensation: 70,000-90,000 annually\nThe Role\nUnraid gives people a tremendous amount of freedom to build a server around their own hardware, needs, and imagination. That flexibility is a big part of what makes the product special. It also means our Support team encounters an unusually wide range of systems, configurations, and problems.\nWe are hiring a Technical Support Specialist II to help users work through the more complicated end of those problems.\nYou will work directly with users through our general support queue and take escalations from other members of the Support team. The issues you encounter will involve storage, Linux, Docker, virtual machines, networking, hardware compatibility, plugins, third-party applications, or several of those things at once.\nThis is not a role where you follow a script and hand off anything unfamiliar. We have established tools, documentation, and practices, but we need someone who can investigate edge cases, connect information across different parts of a system, and make good decisions when the answer is not immediately obvious.\nYou will not be expected to know everything. You will be expected to know how to investigate, communicate clearly while you do it, recognize when you need another perspective, and stay connected to the person experiencing the issue until there is a responsible path forward.\nThis work matters. People often contact Support after they have already spent hours trying to solve a problem themselves. Sometimes the system in question holds years of personal data, family photos, creative work, or something else they cannot easily replace. A technically correct answer is important, but so are judgment, empathy, clarity, and follow-through.\nWhat Success Looks Like\nYou are doing well in this role when:\nYou independently resolve a wide range of moderately complex issues across the Unraid ecosystem.\nYou can work effectively in the general support queue while also taking ownership of escalated and high-priority cases.\nYour troubleshooting is methodical, technically sound, and clearly documented.\nYou can tell the difference between an Unraid issue and a problem involving hardware, configuration, networking, or a third-party application.\nYou keep users informed while you investigate instead of disappearing until you have a complete answer.\nWhen Engineering needs to get involved, you give them the information they need to make meaningful progress.\nYou explain technical information in a way that meets people where they are.\nYou notice recurring issues and help turn what you learn into better documentation, workflows, tools, or product feedback.\nYour public responses are useful not only to the person who asked the question, but also to the next person who finds that conversation months later.\nYou share what you know and help less-experienced teammates develop their own technical judgment.\nWhat You’ll Do\nHelp Users Solve Complex Problems\nWork directly with users through our general support queue.\nTake escalations involving more complex or unusual technical issues.\nDiagnose problems involving Unraid OS, arrays and pools, Linux, Docker containers, virtual machines, networking, hardware, plugins, and third-party applications.\nReview system diagnostics, logs, configurations, and reported behavior to determine what is happening and what should happen next.\nTroubleshoot edge cases that require you to draw on more than one established process or area of technical knowledge.\nHelp users understand what you are recommending, why you are recommending it, and any risks or tradeoffs they should consider.\nRecognize when a case needs deeper expertise and escalate it with enough context that the next person does not have to start the investigation over.\nOwn Escalations Through Resolution\nTake responsibility for high-priority cases, including issues involving data access, degraded systems, unexpected product behavior, or significant user impact.\nKeep the user and relevant internal teams updated while the issue is being investigated.\nReproduce issues when practical and gather the evidence needed to determine whether a problem comes from Unraid, the user’s environment, their hardware, or a third-party component.\nWork with Engineering, Product, and Quality when a case requires expertise or action beyond the Support team.\nCreate clear, structured bug reports that include reproduction steps, diagnostics, logs, relevant system details, expected behavior, observed behavior, and user impact.\nStay connected to the case when another team needs to contribute to the technical solution. Handing off part of the work does not mean handing off responsibility for the user’s experience.\nOccasionally help outside normal working hours when a release, outage, security concern, or other urgent situation requires additional support.\nSupport the Unraid Community\nRespond to technical questions in Unraid’s community spaces.\nWrite public responses with the understanding that other users may rely on them long after the original issue is resolved.\nHelp users navigate problems involving community applications and plugins while being clear about what is officially supported by Unraid and what is maintained by a third party.\nNotice patterns in community questions and share them with Support, Product, Quality, and Engineering.\nHelp maintain a community where people with very different levels of technical knowledge can ask questions and receive useful, respectful answers.\nMake Support Better\nDocument new issues, troubleshooting approaches, and confirmed solutions.\nUpdate documentation when the product or our recommended guidance changes.\nIdentify recurring problems, gaps in our resources, and opportunities to prevent avoidable support volume.\nSuggest practical improvements to our processes, tools, documentation, and product.\nHelp us test and improve AI-assisted support tools while applying your own judgment to the output.\nLook for ways to reduce repeated work without reducing the quality or humanity of the support we provide.\nShare what you are hearing from users so that other teams can use it to make better decisions.\nContribute to the Team\nShare technical knowledge, resources, and lessons learned with the rest of the Support team.\nGive and receive thoughtful, constructive feedback.\nHelp junior teammates strengthen their troubleshooting skills and make good escalation decisions.\nBuild productive relationships with people across Support, Quality, Engineering, and Product.\nParticipate in team meetings, training, reporting, and the shared work required to keep a small remote team running well.\nHelp the team move through releases, product changes, and new processes with clarity and calm.\nWhat “Technical” Means in This Role\nUnraid is a Linux-based operating system used across an enormous range of hardware, storage, networking, virtualization, and application environments. Supporting it well requires more than knowing where things are in the interface.\nYou should be comfortable investigating a problem across multiple layers of a system and thinking about how those layers affect one another. That includes:\nLinux filesystems, permissions, processes, services, logs, and command-line troubleshooting\nUnraid arrays, parity, cache and storage pools, drive behavior, and data-protection concepts\nZFS and other storage configurations supported within the Unraid ecosystem\nDocker containers, including configuration, networking, volumes, permissions, and application behavior\nVirtual machines, KVM/QEMU, hardware assignment, and common virtualization issues\nLocal networking, remote access, DNS, routing, ports, shares, and connectivity\nServer hardware, storage devices, controllers, memory, firmware, and hardware compatibility\nPlugins and community applications\nSystem diagnostics and logs, including the ability to identify useful signals without jumping too quickly to a conclusion\nNo one knows everything about every possible Unraid configuration. That is not what we are looking for. We are looking for someone with strong technical foundations who knows how to investigate what they do not yet understand.\nYour First 90 Days\nYour first 90 days are about understanding before reshaping.\nWe will invest real time in helping you learn the product, the team, and the way Support operates today. We expect you to invest that time back into listening, asking questions, learning the history behind our decisions, and resisting the urge to redesign something before you understand why it exists.\nDuring this period, you will:\nLearn our support tools, documentation, communication standards, and escalation paths.\nBuild a deeper understanding of Unraid’s architecture, supported functionality, common problems, and current product priorities.\nReview existing support cases and see how experienced team members investigate, communicate, and make decisions.\nBegin working directly with users and take on increasingly complex cases as you become ready.\nLearn how we navigate the space between official Unraid functionality and third-party applications, plugins, and hardware.\nBuild working relationships with people in Support, Quality, Engineering, Product, and other parts of the company.\nNotice opportunities for improvement while taking the time to understand the history and consequences of changing the current approach.\nBy the end of the introductory period, you should be independently resolving a meaningful range of cases, contributing useful documentation, and showing good judgment about when to keep investigating and when to bring in additional expertise.\nWhat We’re Looking For\nAround three or more years of experience in technical support, systems administration, infrastructure support, or another role where you regularly diagnosed complex technical problems\nMeaningful hands-on experience using and administering Unraid\nStrong working knowledge of Linux and comfort using the command line, logs, and system diagnostics to investigate problems\nExperience troubleshooting storage systems, filesystems, hardware, networking, Docker containers, and virtual machines\nThe ability to isolate a problem across interconnected systems\nExperience owning technical cases through resolution instead of simply identifying and transferring them\nGood judgment about when to continue investigating, when to ask for another perspective, and when to escalate\nThe ability to explain technical information clearly to people with different levels of knowledge\nA methodical approach to documenting investigations, findings, and next steps\nStrong organization and follow-through across multiple active cases\nThe ability to work well with other people when the situation is complicated, urgent, or frustrating\nA genuine interest in helping people-not just solving machines\nWe care more about what you can do than how you learned to do it. A specific degree or certification is not required. Professional experience, independent technical work, community contributions, and demonstrated Unraid expertise may all be relevant.\nNice to Have\nExperience supporting a Linux-based software product\nExperience with NAS, homelab, self-hosting, or server infrastructure\nExperience troubleshooting ZFS, virtualization, GPU passthrough, or containerized applications\nExperience supporting customer-owned hardware or other environments where configurations vary widely\nExperience turning technical investigations into useful bug reports for Engineering\nExperience contributing to technical forums, community support, or public knowledge bases\nExperience writing or maintaining technical documentation\nFamiliarity with AI-assisted support, search, triage, or knowledge-management tools\nExperience wor...","description_format":"text","description_chars":17799,"description_truncated":true,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible time off","Home office","Parental leave","Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Enterprise Storage Systems"],"lifecycle":[{"event":"open","at":"2026-09-28T06:36:19Z"}],"liveness":{"score":24,"band":"cold","label":"Long shot","p_open":1,"p_active":0.538,"p_room":0.45,"age_days":55,"expected_fill_days":28,"reasons":["conf:13","win:tail"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/unraid-tier-ii-technical-support","json_url":"https://alion.io/job/unraid-tier-ii-technical-support.json","meta":{"generated_at":"2026-10-01T19:05:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1510,"day_limit":5000,"remaining_today":3490,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}