Synology is seeking a knowledgeable, customer-focused Support Specialist to join our growing support department. In this role, you will be the first point of contact for both home and business customers - assisting with troubleshooting Synology products and their associated data management and backup solutions.
You will troubleshoot, resolve, and document a wide range of technical issues via phone, email, and remote sessions. This position will help you build skills tailored to the extensive Synology ecosystem, equipping you to deliver effective solutions, communicate clearly, and provide outstanding customer support. You will also have the opportunity to expand your skill-set across the wide range of technologies offered by our products.
Support Specialists have a growth path to the Synology Premium Support Team, where they serve priority enterprise customers and receive higher compensation and bonus opportunities.

REQUIRED QUALIFICATIONS:

• 4+ years of experience in technical support, IT helpdesk, or a similar role
• Excellent written and verbal communication skills
• Ability to clearly explain technical concepts to non-technical users
• Eagerness to learn new technologies and adapt to evolving products
• Comfort working in a fast-paced environment and balancing multiple priorities
• Customer-first attitude and a commitment to high-quality service
• Basic scripting ability in any language (e.g., Bash, Python) for troubleshooting and automation tasks

PREFERRED ADDITIONAL QUALIFICATIONS:

• Strong command-line proficiency (Linux/Bash)
• Experience supporting storage (NAS/SAN), cloud, or backup solutions
• Ability to interpret logs across platforms (Windows Event Viewer, Linux system/kernel logs)
• Familiarity with software RAID (e.g., mdadm) and diagnosing disk I/O or SMART errors
• Understanding of networking concepts such as reverse proxies, port forwarding, and NGINX
• IT certifications such as:
• CompTIA CSIS+, CLNP+
• Red Hat RHCSA
• LPIC-1/2 or other Linux-focused credentials

Respond to support tickets, phone calls, and live chats from customers

• Troubleshoot and resolve hardware, software, networking, and configuration issues
• Escalate complex cases appropriately while retaining ownership for follow-up
• Guide customers through setup, migration, and security best practices
• Document interactions and solutions accurately in the ticketing system
• Collaborate with colleagues to share knowledge and improve team processes
• Stay up to date with the latest Synology products and updates
• Contribute feedback to help improve support documentation and services