L2 Compute Engineer

This is a remote position and can be located anywhere in the US!

We are looking to add an L2 Compute Engineer to our team! This position provides hardware and limited software support on all Compute platforms to our field service engineers, support engineers, and other service support engineers.

To be successful in this role, you must complete CompTIA Server+ certification (within 6 months of hire date, if not already achieved); CompTIA Network+ certification (within 12 months of hire date, if not already achieved); as well as Linux – LPIC certification (within 18 months of hire date, if not already achieved). There is also opportunity for additional product families to be added to technical support responsibilities through ongoing self-driven and guided skill development.

Here's what this position is all about:

Support Call Handling

• Act as level-2 point of escalation for service and support issues relating to Compute products
• Guarantee internal support to level-1 support engineers and field service engineers by responding to received support calls within 15 minutes and providing quality assistance
• Guide and advise field service engineers and other internal departmental personnel (such as product support, technical solutions advisors, hardware solutions engineers etc.) on best practices and cost-conscious sustainable solutions and support options
• Act as ‘Trusted Advisor’ to customers on regular basis, providing value-added support solutions while being conscious of bottom-line impact for both Service Express and the customer
• Document in timely fashion all actions and resolutions on support tickets to maintain cross communication between service & support departments
• Responsibly implement corrective action for equipment failures while under extreme pressure
• Engage other departments when appropriate by customer needs (i.e., purchasing, product support, sales)
• Interpret maintenance manuals to effectively troubleshoot technology issues that arise and partner with L3 engineers (i.e., knowing when to escalate) to resolve complex matters

Configuration and Troubleshooting

As needed by customers and engineers, assistance and expertise on the following configuration and troubleshooting:

• Logical volume management, RAID repair & troubleshooting
• Identifying and decoding error information
• Ability to troubleshoot a down system
• Minimum configuration
• POST error codes
• Knowledge surrounding system boot order and system states
• Snapshot creation, management, and troubleshooting

Additional Responsibilities

• Documentation creation & curation of support knowledge base, service essentials, and services catalog
• Collaboration with product development on research, development and implementation of new hardware and software support services. Service development focused on new platforms
• Inter-connectivity setup and troubleshooting between storage and compute
• Perform software support on Compute platforms as defined within the Services Catalogue for performance troubleshooting as well as firmware updates where customer provides the necessary files

What we are hoping you will bring to the Service Express team:

• Proven experience setting up, configuring and supporting Compute types such as x86, IBM Midrange, IBM Enterprise, HPE, Blade Infrastructure and Hyperconverged platforms
• Familiarity with Windows, Unix and Linux
• Ability to confidently navigate difficult technical and customer situations
• Availability to be part of a scheduled on-call rotation to help support our 24x7 customer needs

We offer you:

• Workplace flexibility that empowers our employees
• Personal growth and advancement opportunities
• PTO available when you start – additional day of PTO for your birthday + PTO volunteer days
• Health insurance with plan options to meet your needs
• 401k with employer match
• Fitness membership reimbursement
• $80k-$110k based on experience