Description

System Support Specialist (Tier II)

Job Summary

Provides advanced 24/7 technical support for customer environments and Spectra Logic systems, focusing on resolving complex issues that have been escalated beyond initial support. This role ensures a high-quality customer experience by delivering accurate, timely resolutions while meeting defined service-level agreements. It serves as a core technical contributor and a foundation for progression into System Support Engineering, or other departments external to Support which require a foundation of product expertise.

ESSENTIAL FUNCTIONS

• Resolves escalated customer issues by performing technical analysis of hardware, operating systems, and backup environments, delivering accurate and complete solutions that restore functionality and maintain customer satisfaction.
• Manages assigned support tickets from escalation through resolution, ensuring adherence to defined SLAs for response and closure while maintaining clear and professional communication with customers.
• Diagnoses issues across customer environments, including SAN architecture, network protocols, and system integrations, applying structured troubleshooting methods to identify root causes.
• Documents troubleshooting steps, resolutions, and system behaviors in support systems to ensure knowledge continuity and enable future issue resolution.
• Collaborates with Tier I support and peer specialists to clarify issues, share knowledge, and improve overall support effectiveness.
• Provides technical guidance to Tier I staff on escalated issues, supporting skill development and improving first-level resolution capability.
• Participates in on-call rotation to provide 24x7 support coverage, responding to critical issues within defined service expectations.

ADDITIONAL RESPONSIBILITIES

• Contributes to internal knowledge base development and documentation improvements.
• Participates in cross-functional troubleshooting efforts with engineering or field teams as needed.
• Supports testing or validation of fixes, patches, or system changes when required.
• Assists with onboarding support for new team members through knowledge sharing and shadowing.

Qualifications / Experience / Competencies

Required (Day 1):

• 2-4+ years of experience in technical support, systems administration, or a related customer-facing technical role.
• Working knowledge of data storage environments, including SAN architecture, Fibre Channel, and Ethernet networking.
• Experience supporting Windows and/or Unix-based operating systems.
• Demonstrated ability to troubleshoot complex technical issues using structured, logical problem-solving methods.
• Ability to manage multiple priorities while maintaining responsiveness and professionalism with customers.

Preferred:

• Experience as a backup, systems, or SAN administrator.
• Familiarity with backup software platforms and RAID/storage systems.
• Relevant certifications (e.g., MCSE or equivalent) or demonstrated equivalent experience.
• Fluency in a second language (e.g., Spanish or French).

EDUCATION

High School or GED required. Bachelor's Degree preferred, but not required. Relevant technical experience in systems, storage, or support environments demonstrates the necessary foundation for this role.

Work Environment

Primarily remote or hybrid office environment. Work is performed at a computer with regular interaction via phone, email, and support systems.

Physical Demands

Primarily sedentary, with extended periods of computer use. Occasional light physical activity may be required.

Travel

Up to approximately three weeks per year.

COMPENSATION:

Base salary range $72,000 - 100,000 annually. While this salary range is a good faith and reasonable estimate, a candidate's actual salary will be competitive based on a variety of factors including the candidate's knowledge, skills, experience and location within the range.

Career Progression

This role is designed for individuals who want to deepen technical expertise and progress into a Senior Systems Support Specialist, or a System Support Engineer role, with increasing ownership of complex systems and solutions. This role also allows transfer to other Spectra Logic departments external to Support which require a foundation of product expertise.