Technical Support Engineer

PLEASE READ CAREFULLY BEFORE APPLYING

Job Title:
Tier II Technical Support Engineer (Remote)

Industry:
24/7 Global Technical Operations – Networking & Storage Support | Technology company based in California, USA

Location:
Remote

Salary:
$1,800–$2,300 USD per month, depending on shift, experience, and technical proficiency

Type:
Independent Contractor Agreement

Work Hours (PST):
All three shifts available (24/7 possible rotation to be confirmed)

Language Requirement:
English C1/C2 (Fully Professional or Native level)

Equipment:
Must provide your own laptop and high-speed internet

Application Requirement:
Please submit your résumé
in English only

About the Role

We are expanding our global Technical Support organization and seeking highly skilled Tier I & 2 Support Engineers to strengthen our 24/7 operational coverage. This team supports mission-critical networking and storage infrastructure for a high-volume, high-complexity technology environment.

As the team grows from 7 to 15 engineers, we are focused on building a world-class remote support group capable of resolving advanced issues efficiently, professionally, and with strong technical discipline.

This role is fully remote and open to global talent. Technical depth, troubleshooting capability, and reliability in a 24/7 environment are the primary requirements.

Key Responsibilities

• Provide
  Tier 1&2 support
  for enterprise networking and storage systems across global production environments.
• Troubleshoot escalated incidents from Tier 1 and deliver timely, accurate resolutions.
• Perform root cause analysis, system diagnostics, and corrective actions to restore service.
• Monitor infrastructure alerts and respond according to defined SLAs and escalation paths.
• Collaborate with Tier 3 engineering teams on complex issues requiring deeper technical expertise.
• Maintain detailed documentation, incident notes, and knowledge-base updates.
• Work within structured incident management frameworks (ServiceNow, Jira, or equivalent).
• Participate in continuous improvement initiatives to strengthen operational performance.

Required Technical Skills

• Strong background in
  networking
  , including routing, switching, firewalling, VLANs, VPNs, and load balancing.
• Hands-on experience in enterprise-level technical support or NOC environments.
• Proficiency with
  storage technologies
  , SAN/NAS fundamentals, and troubleshooting methodologies.
• Experience with monitoring tools (SolarWinds, Zabbix, Nagios, or similar).
• Ability to interpret system logs, analyze patterns, and identify root causes.
• Comfortable supporting large, distributed, and mission-critical environments.

Preferred Qualifications

• Industry certifications such as
  CCIE, CCNP, or CCNA
  (preferred but not required).
• Storage vendor certifications (NetApp, Dell EMC, HPE, etc.) are a plus.
• Experience working in a global, multi-shift support operation.
• Ability to navigate multi-layered infrastructure (network, storage, OS, virtualization).

Soft Skills & Competencies

• Strong analytical and systematic problem-solving skills.
• High resilience and composure in high-pressure environments.
• Excellent written and verbal communication skills.
• Strong sense of ownership and accountability, especially in remote settings.
• Ability to collaborate effectively with cross-functional technical teams.

Shift Expectations

This team provides
24/7 operational coverage
and functions across three rotating shifts.

Candidates must be willing to work nights, weekends, holidays as required. (depending on the shift).

About the Technical Support Organization

This team operates within a global technology and manufacturing ecosystem where uptime, performance, and fast resolution times are critical. As the organization scales, we are committed to building a support team that combines technical expertise, operational excellence, and a strong culture of reliability.