Tier II Technical Support

Lime Technology Inc.

94d•$70,000 - $90,000•Remote

About The Position

Unraid gives people a tremendous amount of freedom to build a server around their own hardware, needs, and imagination. That flexibility is a big part of what makes the product special. It also means our Support team encounters an unusually wide range of systems, configurations, and problems. We are hiring a Technical Support Specialist II to help users work through the more complicated end of those problems. You will work directly with users through our general support queue and take escalations from other members of the Support team. The issues you encounter will involve storage, Linux, Docker, virtual machines, networking, hardware compatibility, plugins, third-party applications, or several of those things at once. This is not a role where you follow a script and hand off anything unfamiliar. We have established tools, documentation, and practices, but we need someone who can investigate edge cases, connect information across different parts of a system, and make good decisions when the answer is not immediately obvious. You will not be expected to know everything. You will be expected to know how to investigate, communicate clearly while you do it, recognize when you need another perspective, and stay connected to the person experiencing the issue until there is a responsible path forward. This work matters. People often contact Support after they have already spent hours trying to solve a problem themselves. Sometimes the system in question holds years of personal data, family photos, creative work, or something else they cannot easily replace. A technically correct answer is important, but so are judgment, empathy, clarity, and follow-through.

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 to investigate problems
Experience troubleshooting storage systems, filesystems, hardware, networking, Docker containers, and virtual machines
The ability to isolate a problem across interconnected systems
Experience owning technical cases through resolution instead of simply identifying and transferring them
Good judgment about when to continue investigating, when to ask for another perspective, and when to escalate
The ability to explain technical information clearly to people with different levels of knowledge
A methodical approach to documenting investigations, findings, and next steps
Strong organization and follow-through across multiple active cases
The ability to work well with other people when the situation is complicated, urgent, or frustrating
A genuine interest in helping people—not just solving machines
Professional experience, independent technical work, community contributions, and demonstrated Unraid expertise may all be relevant.
You can work independently with general direction and know when to ask for help.
You like investigating technical problems, especially when the first explanation does not hold up.
You take responsibility for the user’s experience, not just the technical task in front of you.
You can be technically direct without making someone feel small for not knowing what you know.
You are comfortable saying, “I don’t know yet,” and then doing the work to find out.
You communicate proactively instead of leaving users or teammates wondering what is happening.
You understand that closing a ticket quickly is not always the same as resolving it well.
You can work typical office hours of 9:00 a.m.–5:00 p.m. in your local time zone within UTC -5 to UTC -10.
You can occasionally help outside normal working hours when an urgent, high-impact situation requires it.
You have experience working remotely and can manage your time, priorities, and communication without close supervision.
You can join us in person for two week-long annual staff offsites, held in the spring and fall. Some are within the United States and others are international.
You like being part of a small team and are comfortable picking up work that may not fit neatly inside a job description.
You communicate clearly and thoughtfully in writing and conversation.

Nice To Haves

Experience supporting a Linux-based software product
Experience with NAS, homelab, self-hosting, or server infrastructure
Experience troubleshooting ZFS, virtualization, GPU passthrough, or containerized applications
Experience supporting customer-owned hardware or other environments where configurations vary widely
Experience turning technical investigations into useful bug reports for Engineering
Experience contributing to technical forums, community support, or public knowledge bases
Experience writing or maintaining technical documentation
Familiarity with AI-assisted support, search, triage, or knowledge-management tools
Experience working with a SaaS, open-source, developer-focused, or technically engaged user community
Comfort working in a small company where responsibilities sometimes cross traditional boundaries

Responsibilities

Help Users Solve Complex Problems
Work directly with users through our general support queue.
Take escalations involving more 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 to determine what is happening and what should happen next.
Troubleshoot edge cases that require you to draw on more than one established process or area of technical knowledge.
Help users understand what you are recommending, why you are recommending it, and any risks or tradeoffs they should consider.
Recognize when a case needs deeper expertise and escalate it with enough context that the next person does not have to start the investigation over.
Own Escalations Through Resolution
Take responsibility for high-priority cases, including issues involving data access, degraded systems, unexpected product behavior, or significant user impact.
Keep the user and relevant internal teams updated while the issue is being investigated.
Reproduce issues when practical and gather the evidence needed to determine whether a problem comes from Unraid, the user’s environment, their hardware, or a third-party component.
Work with Engineering, Product, and Quality when a case requires expertise or action beyond the Support team.
Create clear, structured bug reports that include reproduction steps, diagnostics, logs, relevant system details, expected behavior, observed behavior, and user impact.
Stay connected to the case when another team needs to contribute to the technical solution. Handing off part of the work does not mean handing off responsibility for the user’s experience.
Occasionally help outside normal working hours when a release, outage, security concern, or other urgent situation requires additional support.
Support the Unraid Community
Respond to technical questions in Unraid’s community spaces.
Write public responses with the understanding that other users may rely on them long after the original issue is resolved.
Help users navigate problems involving community applications and plugins while being clear about what is officially supported by Unraid and what is maintained by a third party.
Notice patterns in community questions and share them with Support, Product, Quality, and Engineering.
Help maintain a community where people with very different levels of technical knowledge can ask questions and receive useful, respectful answers.
Make Support Better
Document new issues, troubleshooting approaches, and confirmed solutions.
Update documentation when the product or our recommended guidance changes.
Identify recurring problems, gaps in our resources, and opportunities to prevent avoidable support volume.
Suggest practical improvements to our processes, tools, documentation, and product.
Help us test and improve AI-assisted support tools while applying your own judgment to the output.
Look for ways to reduce repeated work without reducing the quality or humanity of the support we provide.
Share what you are hearing from users so that other teams can use it to make better decisions.
Contribute to the Team
Share technical knowledge, resources, and lessons learned with the rest of the Support team.
Give and receive thoughtful, constructive feedback.
Help junior teammates strengthen their troubleshooting skills and make good escalation decisions.
Build productive relationships with people across Support, Quality, Engineering, and Product.
Participate in team meetings, training, reporting, and the shared work required to keep a small remote team running well.
Help the team move through releases, product changes, and new processes with clarity and calm.

Benefits

Annual salary of 70,000–90,000, based on experience and alignment with the role
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