Tier II Technical Support

Job not on LinkedIn

🔥 8 minutes ago

🇺🇸 United States – Remote

💵 $70k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Lime

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2017

📦 Logistics

💼 Consulting

✈️ Travel

💰 $418M Convertible Note on 2021-11

Logistics • Consulting • Travel

Lime is a transportation company that provides shared electric scooters and bikes in urban areas, making it easy for users to travel short distances. With a focus on safety, sustainability, and community, Lime aims to offer an eco-friendly alternative to traditional transportation methods. Users can easily locate and rent vehicles through the Lime app, promoting responsible riding and parking practices to enhance the urban mobility experience.

📋 Description

• Work directly with users through the general support queue • Take escalations involving complex or unusual technical issues • Diagnose problems involving Unraid OS, arrays and pools, Linux, Docker containers, virtual machines, networking, hardware, plugins, and third-party applications • Review system diagnostics, logs, configurations, and reported behavior • Troubleshoot edge cases across multiple processes or technical domains • Explain recommendations, risks, and tradeoffs to users • Escalate cases with sufficient investigative context • Own high-priority cases involving data access, degraded systems, unexpected product behavior, or significant user impact • Keep users and internal teams updated during investigations • Reproduce issues and gather evidence to identify the source of problems • Work with Engineering, Product, and Quality • Create structured bug reports with reproduction steps, diagnostics, logs, system details, expected and observed behavior, and user impact • Respond to technical questions in Unraid community spaces • Help users navigate community applications and plugins • Document new issues, troubleshooting approaches, and confirmed solutions • Update documentation and identify recurring problems or resource gaps • Suggest improvements to processes, tools, documentation, and products • Help test and improve AI-assisted support tools • Share user feedback with other teams • Share technical knowledge and help junior teammates develop troubleshooting skills • Participate in meetings, training, reporting, and shared team work • Occasionally help outside normal working hours during urgent releases, outages, security concerns, or other situations

🎯 Requirements

• Around three or more years of experience in technical support, systems administration, infrastructure support, or another role where you regularly diagnosed complex technical problems • Meaningful hands-on experience using and administering Unraid • Strong working knowledge of Linux and comfort using the command line, logs, and system diagnostics • Experience troubleshooting storage systems, filesystems, hardware, networking, Docker containers, and virtual machines • Ability to isolate a problem across interconnected systems • Experience owning technical cases through resolution • Good judgment about when to continue investigating, ask for another perspective, or escalate • Ability to explain technical information clearly to people with different levels of knowledge • Methodical approach to documenting investigations, findings, and next steps • Strong organization and follow-through across multiple active cases • Ability to work well with other people when the situation is complicated, urgent, or frustrating • Genuine interest in helping people • Ability to work typical office hours of 9:00 a.m.–5:00 p.m. in a local time zone within UTC -5 to UTC -10 • Ability to occasionally help outside normal working hours during urgent, high-impact situations • Experience working remotely and managing time, priorities, and communication without close supervision • Ability to join two week-long annual staff offsites, held in the spring and fall • Clear and thoughtful written and verbal communication • A specific degree or certification is not required

🏖️ Benefits

• Annual raise • Annual bonus • Annual profit sharing • Up to 6% 401(k) match • 100% medical coverage for employees and 50% coverage for dependents • 100% dental and vision coverage for employees and dependents • Annual employee wellness budget • 30 full days and 14 half days of Flexible Time Off, plus 11 paid holidays • Paid parental leave for the birth, adoption, or placement of a child, available after one year of employment • Free access to a team mentor • Reimbursement for online or in-person professional development • Annual home office budget • Annual spring and fall staff offsites • Fully remote work • Two week-long annual staff offsites

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