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Tier 1 Technical Support

Kansas City, MO · On-site

$36K - $45K/yr

Description Tier 1 Technical Support Location - Kansas City Working Group - 3 Travel Required - No Classification - Non-Exempt Leadership Level - GS 3 to GS 4 *Core Competencies associated with this ...

Level Data LLC

Tier 1 Technical Support Manager

Boston, MA · Remote

$70K - $75K/yr

Overview The Tier 1 Technical Support Manager leads and develops our Tier 1 support team while ... Partner with Product and Engineering teams toidentifypotential bugs, feature gaps, or improvements ...

One, Inc.

Technical Support Agent, Tier 1

Escalate complex, difficult, or complaint calls to a Tier II Technical Support Engineer or Manager ... One Inc provides insurers with the capability to give their customers what they expect: choice ...

Gigs

Technical Support Engineer

New York, NY

$150K - $180K/yr

The Role As a Technical Support Engineer, you will serve as the technical anchor for our support ... Empower Tier 1 Support - Act as the safety net and mentor for our Tier 1 support team. You will ...

Cyera

Senior Technical Support Engineer

Chicago, IL · On-site +1

$90K - $110K/yr

Own escalated technical cases from Tier 1 and drive them through investigation, resolution ... Experience mentoring junior support engineers or improving technical support workflows.

Logitech

Technical Support Engineer

Camas, WA · On-site +1

$70K/yr

The Tech Support Engineer role involves resolving technical support issues, primarily focusing on ... the Tier 1 support team. - Assisting the Tier 1 support team by providing guidance to resolve ...

Forgent

Technical Support Engineer

Richmond, VA · On-site

The Technical Support Engineer serves as the primary technical escalation point within Forgent ... Serve as the primary escalation point for issues that cannot be resolved at Tier 1; take ownership ...

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Tier 1 Technical Support Engineer information

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$37.5K

$79K

$119.5K

How much do tier 1 technical support engineer jobs pay per year?

As of Aug 25, 2026, the average yearly pay for tier 1 technical support engineer in the United States is $79,032.00, according to ZipRecruiter salary data. Most workers in this role earn between $58,000.00 and $98,500.00 per year, depending on experience, location, and employer.

What is a Tier 1 Technical Support Engineer?

A Tier 1 Technical Support Engineer is an entry-level IT professional who serves as the first point of contact for customers experiencing technical issues. They are responsible for troubleshooting basic problems, answering user queries, and escalating more complex issues to higher support tiers if necessary. Their goal is to resolve issues quickly and efficiently, ensuring customer satisfaction while documenting each case for future reference. Tier 1 engineers typically handle issues related to software, hardware, network connectivity, and user account management.

What are the key skills and qualifications needed to thrive as a Tier 1 Technical Support Engineer?

To thrive as a Tier 1 Technical Support Engineer, you need a solid understanding of computer systems, troubleshooting techniques, and basic networking concepts, often supported by an associate degree or relevant certifications like CompTIA A+. Familiarity with ticketing systems (such as Zendesk or ServiceNow), remote desktop tools, and knowledge bases is typically required. Strong communication, patience, and problem-solving abilities help you effectively assist users and resolve issues efficiently. These skills and qualities are vital for delivering prompt, accurate support and maintaining customer satisfaction in fast-paced technical environments.

What are some common challenges faced by a Tier 1 Technical Support Engineer, and how can they be effectively managed?

Tier 1 Technical Support Engineers often encounter challenges such as handling a high volume of support tickets, troubleshooting a wide variety of customer issues, and communicating complex technical information to non-technical users. Successfully managing these challenges involves strong organizational skills, a customer-oriented mindset, and continuous learning to stay updated on product changes. Additionally, collaborating closely with Tier 2 engineers and other teams for escalations helps ensure timely and accurate resolutions, while also providing opportunities for professional growth.

What is the difference between Tier 1 Technical Support Engineer vs Customer Support Specialist?

AspectTier 1 Technical Support EngineerCustomer Support Specialist
CredentialsBasic technical certifications, relevant product knowledgeCustomer service skills, communication skills
Work EnvironmentTechnical support centers, IT departmentsCall centers, help desks, customer service departments
Industry UsageIT, software, hardware companiesRetail, telecom, service industries
Common Search/ComparisonTechnical troubleshooting, product supportCustomer inquiries, service issues

While both roles involve assisting customers, Tier 1 Technical Support Engineers focus on technical troubleshooting and resolving product issues, often requiring basic technical certifications. Customer Support Specialists primarily handle customer inquiries and service requests, emphasizing communication and customer service skills. The roles overlap in customer interaction but differ in technical depth and focus.

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What cities are hiring for Tier 1 Technical Support Engineer jobs?

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What job categories do people searching Tier 1 Technical Support Engineer jobs look for?

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Tier 1 Technical Support Engineer jobs near you
Infographic showing various Tier 1 Technical Support Engineer job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 22% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $79,032 per year, or $38 per hour.

Tier 1 Technical Support Engineer

Indianapolis, IN • On-site

Scale Computing INC
Software Development • 51 - 200 employees
Learn more about Scale Computing INCexternal

Full-time

Posted 24 days ago

Job description

Description

The Tier 1 Technical Support Engineer is a critical role in supporting our post-sales Scale Computing customers because our number one goal is to make our customers exceptionally happy when they seek our support. We believe in the Best Ever experiences from the inside out - so this means we're looking for an approachable, friendly candidate who will love their co-workers as much as we love them.

A successful Tier 1 Support Engineer requires impeccable problem-solving, communication, and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment.  Our employees are intelligent, enthusiastic, entrepreneurial, and actively create the vision of Scale Computing.

Tier 1 Support Engineers will work directly with the entire support organization to maintain an above-industry average Net Promoter Score (NPS) and meet/exceed Team and Individual goals and Key Performance Indicators (KPIs) as established by Support Management-bonus points for those who are passionate about delivering high customer satisfaction. 

Great candidates will look like this: 
  • Enjoy troubleshooting and problem-solving analytically
  • Understand customer needs and ensure clarity on the status of technical issues
  • A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
  • An excellent communicator, written and verbal, who is efficient and effective with customers and colleagues via web conferences, email, and in-person interactions
  • A motivated self-starter who thrives on prioritization and follow-through 
  • Passionately creative in mindset and has the ability to adapt quickly to evolving business needs

Responsibilities

  • Complete Scale Computing's Onboarding program and work with management to identify any gaps in the training plan
  • Provide support for the Hyper-converged computing clusters for Scale Computing end-users, customers, and partners
  • Answer customer calls and respond to customer cases via all origins (email, chat, etc.) while delighting our customers with a friendly and helpful experience
  • Troubleshoot and problem-solve analytically while utilizing a vast knowledge base of documentation and other standard operating procedures (SOPs)
  • Escalate issues not resolvable via the knowledge base to Tier 2, as well as set customer expectations for follow-up (i.e., when to expect a follow-up contact and by whom)
  • Participate in the on-call rotation as agreed by the Tier 1 & 2 Support team. When on-call, be prepared to address technical issues at all times
  • Partner with our Services team for scheduled Service-related tasks, including installation of SC//Platform and 3rd party product integrations
  • Provides excellent customer service to EVERY internal and external customer
  • Stay up-to-date on new product features and updates, and proactively seek out additional resources and training to deepen understanding of the product.
  • Develop and maintain supplemental skills such as networking and 3rd-party product integrations, which can help enhance overall product knowledge.
  • Learn and maintain advanced technical knowledge about all aspects of supported products and services provided by Scale Computing
  • Understand 3rd-party product integrations sold and supported by Scale Computing

Requirements

Required skills/experience
  • 1-2 years of experience in IT Support / Helpdesk / Infrastructure support
  • Hands-on experience with Windows Server (AD, DNS, basic troubleshooting) - Not required but a plus
  • Basic Linux command line skills (SSH, navigating directories, viewing logs, running diagnostic commands)
  • Understanding of networking fundamentals (TCP/IP, VLANs, DNS, basic firewall concepts)
  • Basic hardware knowledge (HDD vs SSD, RAID/mirroring concepts, CPU/RAM fundamentals)
  • Experience using a ticketing system (Salesforce, ServiceNow, Jira, etc.)
  • Ability to gather logs, document findings clearly, and escalate appropriately
  • Excellent communication skills tailored to audiences at all levels, including C-suite executives, engineering, and other business support staff
  • Proficient in organization, project management, and follow-through

Apply