Tier 3 Support Engineer - EMEA

Description

TrueNAS is redefining enterprise storage by delivering proven data resilience, performance, and flexibility without the complexity or constraints of legacy solutions. As the most deployed storage platform in the world, TrueNAS already powers critical data storage infrastructure for businesses, research institutions, and government agencies across 200+ countries and millions of users. Our mission is simple: to become the most trusted name in data storage.

Originally founded in Silicon Valley in 2002 under the name iXsystems, TrueNAS is a profitable, independent company with a culture rooted in trust, curiosity, technical excellence, and continuous improvement. Whether you work remotely or on-site, you’ll be part of a team that values collaboration and meaningful impact - where people come before profit, and bold ideas drive the future of data infrastructure.

If you’re ready to help shape the future of enterprise storage, we’d love to connect.

Position Overview: We are seeking a highly skilled Technical Support Engineer with deep expertise in FreeBSD and ZFS to support enterprise customers running mission-critical storage environments. In this role, you will troubleshoot complex storage, networking, and system-level issues while working closely with engineering and cross-functional teams to improve product quality, reliability, and customer experience.

You will serve as a technical authority for enterprise storage solutions, leveraging advanced knowledge of SAN/NAS architectures, networking protocols, virtualization platforms, and multi-OS environments. This position also plays an active role in driving support initiatives and contributing to continuous improvement across products and processes.

Fluency in English and professional proficiency in German or French (both preferred) is required to effectively support a global customer base and clearly communicate complex technical concepts.

We are currently considering applications from candidates in Dublin (Ireland) and Germany, but we are open to considering other locations in Europe. 

Base Pay Range

The base pay range of this position is €80,000 to  €120,000 Euros annually.

Please note that the provided range reflects the pay spectrum for positions within the same job category as the one to which this position belongs. The final offer will consider various factors, such as location, education, and prior experience, to ensure a comprehensive and fair compensation assessment. 

TrueNAS offers a comprehensive package of benefits including health, dental, vision, disability, and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.

Expected Posting Timelines

This position will be open for a minimum of 5 days, a maximum of 90 days.

The Day-to-Day

• Deliver Exceptional Customer Experiences – Provide high-quality, customer-focused solutions that enhance satisfaction, retention, and overall business value.
• Drive Collaboration Across Cross-Functional Teams – Work effectively with internal departments to align technical solutions with business objectives, fostering a seamless support experience.
• Lead and Advocate for Customer-Centric Solutions – Partner with department and company leaders to identify, propose, and implement strategies that enhance product offerings and service delivery.
• Design, Test, and Deliver Scalable Technical Solutions – Develop and refine solutions that empower technical staff, improve operational efficiency, and contribute to product innovation.
• Develop and Facilitate Training Programs – Create and lead training sessions to enhance technical knowledge and support capabilities within the team.
• Act as a Technical Escalation Point – Provide expertise in resolving complex technical issues and serve as a trusted resource for frontline support teams.
• Drive Product and Service Enhancements – Work closely with higher-tier support engineers to present technical solutions, documentation, and investigative findings to engineering, directly influencing product improvements.
• Own and Resolve Complex Technical Challenges – Take initiative in diagnosing and resolving high-impact technical issues efficiently while implementing proactive measures to prevent recurrence.
• Engage Professionally with Customers – Deliver clear, concise, and effective communication to customers, ensuring a seamless support experience and fostering strong relationships.
• Identify and Report Trends to Influence Business Strategy – Analyze customer issues, trends, and feedback to inform product development, service enhancements, and strategic initiatives.
• Maintain Comprehensive Documentation – Keep detailed records of customer interactions, troubleshooting steps, and resolution processes to improve efficiency and knowledge sharing.
• Develop and Enhance Knowledge Resources – Create and update knowledge base articles and technical documentation to support customers and colleagues.
• Champion Continuous Improvement – Stay up-to-date with emerging technologies, industry trends, and best practices to optimize support operations and drive innovation.
• Contribute to Business Growth and Product Innovation – Collaborate with stakeholders to refine products and services based on technical insights, customer feedback, and evolving industry standards.
• Support Global Operations – Travel up to 25-30% to engage with customers and teams, ensuring effective deployment and support of technical solutions.

Education and Experience

We have identified the following programs, experience, and knowledge that have helped others find success in this role at TrueNAS. We understand though that knowledge comes from many forms of learning and experiences. Above all, we consider a person’s potential impact in the role and value their unique path to this point in their career.

• Bachelors degree in Computer Science preferred
• A combination of professional or educational experience (whether formal or informal) that affords you with the knowledge, skills, and abilities above
• Language Proficiency – Fluent in English and professionally proficient in either German or French (fluency in both preferred), with the ability to communicate complex technical concepts clearly in writing and verbally.
• Deep Expertise in FreeBSD & ZFS – Extensive experience troubleshooting and optimizing FreeBSD and ZFS in enterprise environments.
• Enterprise Storage Solutions Proficiency – Advanced ability to diagnose and resolve storage-related issues, ensuring high availability and performance.
• Advanced Networking Knowledge – Expertise in networking protocols, including TCP/IP, CIFS/SMB, NFS, AFP, and iSCSI, to optimize connectivity and data transfer across systems.
• Multi-OS Proficiency – In-depth knowledge of FreeBSD, Linux, macOS, and Windows operating systems.
• Storage Infrastructure Expertise – Strong understanding of Storage Area Networks (SAN), Network-Attached Storage (NAS), and RAID configurations to enhance data integrity and system efficiency.
• Advanced Layer 2 & Layer 3 Networking Skills – Ability to design, configure, and troubleshoot complex network environments for optimal performance and scalability.
• Virtualization Technologies Mastery – Extensive experience in managing and optimizing virtualized environments to maximize infrastructure efficiency and resource utilization.
• Leadership in Cross-Departmental Initiatives – Actively participate in and lead support department initiatives, collaborating with engineering and software development teams to enhance products, services, and operational processes.

Equal Employment Opportunity:

iXsystems DBA TrueNAS, Inc provides equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer-related or HIV/AIDS-related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.