Tier II Technical Support

Application Period: August 17 - September 15, 2026

Location: Remote; North American time zones (UTC -5 to UTC -10)
Company: Lime Technology, Inc.
Reports to: VP of Quality and Support
Department: Support
Start Date: September 15, 2026
Classification: Individual Contributor — Support — Technical Support II
Compensation: 70,000–90,000 annually

The Role

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.

What Success Looks Like

You are doing well in this role when:

• You independently resolve a wide range of moderately complex issues across the Unraid ecosystem.
• You can work effectively in the general support queue while also taking ownership of escalated and high-priority cases.
• Your troubleshooting is methodical, technically sound, and clearly documented.
• You can tell the difference between an Unraid issue and a problem involving hardware, configuration, networking, or a third-party application.
• You keep users informed while you investigate instead of disappearing until you have a complete answer.
• When Engineering needs to get involved, you give them the information they need to make meaningful progress.
• You explain technical information in a way that meets people where they are.
• You notice recurring issues and help turn what you learn into better documentation, workflows, tools, or product feedback.
• Your public responses are useful not only to the person who asked the question, but also to the next person who finds that conversation months later.
• You share what you know and help less-experienced teammates develop their own technical judgment.

What You’ll Do

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.

What “Technical” Means in This Role

Unraid is a Linux-based operating system used across an enormous range of hardware, storage, networking, virtualization, and application environments. Supporting it well requires more than knowing where things are in the interface.

You should be comfortable investigating a problem across multiple layers of a system and thinking about how those layers affect one another. That includes:

• Linux filesystems, permissions, processes, services, logs, and command-line troubleshooting
• Unraid arrays, parity, cache and storage pools, drive behavior, and data-protection concepts
• ZFS and other storage configurations supported within the Unraid ecosystem
• Docker containers, including configuration, networking, volumes, permissions, and application behavior
• Virtual machines, KVM/QEMU, hardware assignment, and common virtualization issues
• Local networking, remote access, DNS, routing, ports, shares, and connectivity
• Server hardware, storage devices, controllers, memory, firmware, and hardware compatibility
• Plugins and community applications
• System diagnostics and logs, including the ability to identify useful signals without jumping too quickly to a conclusion

No one knows everything about every possible Unraid configuration. That is not what we are looking for. We are looking for someone with strong technical foundations who knows how to investigate what they do not yet understand.

Your First 90 Days

Your first 90 days are about understanding before reshaping.

We will invest real time in helping you learn the product, the team, and the way Support operates today. We expect you to invest that time back into listening, asking questions, learning the history behind our decisions, and resisting the urge to redesign something before you understand why it exists.

During this period, you will:

• Learn our support tools, documentation, communication standards, and escalation paths.
• Build a deeper understanding of Unraid’s architecture, supported functionality, common problems, and current product priorities.
• Review existing support cases and see how experienced team members investigate, communicate, and make decisions.
• Begin working directly with users and take on increasingly complex cases as you become ready.
• Learn how we navigate the space between official Unraid functionality and third-party applications, plugins, and hardware.
• Build working relationships with people in Support, Quality, Engineering, Product, and other parts of the company.
• Notice opportunities for improvement while taking the time to understand the history and consequences of changing the current approach.

By the end of the introductory period, you should be independently resolving a meaningful range of cases, contributing useful documentation, and showing good judgment about when to keep investigating and when to bring in additional expertise.

What We’re Looking For

• 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

We care more about what you can do than how you learned to do it. A specific degree or certification is not required. Professional experience, independent technical work, community contributions, and demonstrated Unraid expertise may all be relevant.

Nice to Have

• 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

Growth & Opportunity

We have career paths for people who want to deepen their technical expertise and for people who may eventually want to lead others. Management is not the only way to grow here.

From this role, you may grow into Technical Support Specialist III by developing deeper knowledge of Unraid’s architecture, taking on more ambiguous and high-impact problems, working more closely with Engineering and Product, and leading improvements to our tools, documentation, or training.

Depending on your strengths, interests, and the needs of the company, other paths may develop in support engineering, quality, documentation, technical education, product, or people management.

We do not promise that every path will be immediately available. We do commit to talking openly about where you want to grow, helping you understand what the next level requires, and looking for meaningful opportunities to develop along the way.

You’re the Right Fit If…

• 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.

Pay & Benefits

Compensation & Retirement

• 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

Health & Wellness

• 100% medical coverage for employees and 50% coverage for dependents
• 100% dental and vision coverage for employees and dependents
• Annual employee wellness budget*

Time Off & Leave

• 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

Professional Development & Support

• Free access to a team mentor
• Reimbursement for online or in-person professional development
• Annual home office budget*
• Annual spring and fall staff offsites

*Available after completion of the 90-day introductory period.

About Our Team & Culture

We put people first. We are bringing together a team of people who are exceptional in their areas of work, work well together, and have the trust and support they need to do their best work.

We are fully remote and have been since Day 1. That requires us to communicate clearly, follow through on what we say we will do, and trust one another to manage our work. We value thoughtful disagreement, direct communication, and an environment where people can ask questions or admit mistakes without being punished for it.

We care about how work gets done, not just what gets finished. We regularly review our systems and meeting cadence to keep our operations useful and straightforward. We would rather spend our time making the product and experience better than sorting through endless emails or sitting through meetings that did not need to happen.

We also do not take ourselves too seriously. Unraid has always been a little rebellious: flexible where other products are rigid, practical where the industry tends to overcomplicate things, and built for people who want more control over their own hardware. That spirit still shows up in how we work—and sometimes in an unreasonable number of Hawaiian shirts.

You can learn more about our history and leadership by watchingthis Uncast interview and exploring ourAbout page andTeam page.

About Lime Technology, Inc.

Lime Technology is the company behind Unraid OS. Founded in 2005 and headquartered in San Diego, California, we are a family-owned company with employees across the United States and contractors around the world.

Unraid helps people get more out of their hardware. Our users build systems to store and protect their data, host media, run applications, create virtual machines, and do plenty of things we never would have thought to prescribe for them.

Built on a proprietary Linux-based operating system, Unraid allows users to combine drives of different types and sizes within a parity-protected array. It also provides a flexible platform for Docker applications and virtual machines using technologies including KVM, QEMU, and GPU passthrough.

Unraid is shaped by a deeply knowledgeable and engaged community. Hundreds of user-contributed applications, tools, and plugins extend what the product can do. That community is one of the best things about Unraid—and supporting it well requires technical depth, humility, curiosity, and a real willingness to help.

Join us in helping people Unleash Their Hardware.

Originally posted on Himalayas