Tier II Support Engineer

The Day-to-Day

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 TrueNAS and third-party hardware and software.
• Fully document processes, procedures, and all work performed.
• Mentor, task, and monitor junior team members.
• Participate in growing TrueNas’ 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.
  
  

Education and Experience

We have identified the following programs, experience, and knowledge that have helped others find success in this role at TrueNAS. 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 

Required:

• Linux System Administration skills, including; vi editor, interpreting /var/log files (Application, Event, Service, and System Logs), and taking appropriate action to ensure reliable operation (interactions between OS layer and hardware layer)
• BIOS and IPMI/BMC firmware installation along with advanced troubleshooting and configuration
• Interconnection technologies/protocols such as PCI Express, NVMe, and USB
• Storage device connection technologies such as SATA, SAS, NVMe
• Storage RAID levels, advantages and disadvantages of each level, understanding of which RAID level is best practice for various use cases such as backup, performance, boot devices, etc.
• Network technologies, strong understanding of Ethernet and TCP/IP, switching/routing, ability to work at all levels of the OSI model, strong knowledge of network aggregation and virtualization, LAGG, LACP, VIP, VLAN
• Storage filesystems, ZFS, GlusterFS
• Storage transport and network file system protocols, SMB, iSCSI, NFS
• Virtualization and hypervisors such as VMware vSphere / ESXi, Hyper-V, Xen / Citrix XenServer, Red Hat Enterprise Virtualization (RHEV), KVM
• Remote monitoring and management of host system technologies (mainly BMC/IPMI – similar to HP iLO or Dell DRAC) and command-line utilities such as ipmitool, interpreting logs such as system event log and recommending/taking appropriate action
• Integrating commercially-available computer components into server systems from SuperMicro, ASUS, ASRock, Gigabyte, Dell, and others
• Hands on experience with systems assembly, installing motherboards and add on cards, NICs and transceivers, HBAs/expanders, HDDs, SSDs, wiring/cabling, server microprocessors, AMD (EPYC) and Intel (Xeon)
• Diagnose the root cause of high level system failures - includes identifying failing components and source(s) of failure
• Research server and storage documents, determine Linux version interoperability
• Write/modify shell scripts as needed to run tests and benchmarks, automation of tasks is a plus
• Remote login and command-line execution, file transfer, SSH, FTP
• Benchmarking methods, test diagnostics and stress testing of computer hardware (CPU, memory, networking, storage)
• Strong written and verbal communication skills, demonstrated ability to support customers (internal and/or external)
• Strong interpersonal skills along with the ability to track and complete numerous simultaneous customer support tasks

Preferred:

• Red Hat Certified Systems Administrator (RHCSA), SUSE Certified Administrator (SCA), or equivalent
• VMware vSphere / ESXi Certification - VMware Certified Professional or equivalent
• Strong knowledge of High-Performance Computing (HPC)
• Deep knowledge of Storage Solutions
• Deep knowledge of Networking both hardware and software
• Familiarity with accelerated computing technologies (e.g., GPUs)