DESCRIPTION

TrueNAS is redefining enterprise storage by delivering proven data resilience, performance, and flexibility without the complexity or constraints of legacy solutions. As the most deployed storage platform in the world, TrueNAS already powers critical data storage infrastructure for businesses, research institutions, and government agencies across 200+ countries and millions of users. Our mission is simple: to become the most trusted name in data storage.
Originally founded in Silicon Valley in 2002 under the name iXsystems, TrueNAS is a profitable, independent company with a culture rooted in trust, curiosity, technical excellence, and continuous improvement. Whether you work remotely or on-site, you’ll be part of a team that values collaboration and meaningful impact - where people come before profit, and bold ideas drive the future of data infrastructure.
If you’re ready to help shape the future of enterprise storage, we’d love to connect.
Position Overview: As a member of the Support Team, the Tier 2 Hardware Support Engineer will support the deployment and troubleshooting of custom server solutions for customers. Ability to provide technical expertise to the Support Team for issues raised in the field is required, including occasional on-site and internal bench work to debug complex customer issues. The debugging work will include complex hardware issues, firmware, and OS interoperability exceptions. Strong customer focus is also a must along with demonstrable troubleshooting and configuration competency in a wide variety of categories.

EDUCATION AND EXPERIENCE

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
• Could require up to 20% domestic travel

The essential functions and responsibilities for this position include, but are not limited to, the following. Other duties may be assigned as needed.

• Work in coordination with customers to identify any hardware-related issues.
• Support Linux-based, high-performance computing (HPC) and Storage Solutions featuring a wide range of technologies.
• 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

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
• Could require up to 20% domestic trave