[Hiring] Tier II Technical Support @Lime Technology Inc.

Role Description

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

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
• Make good decisions when the answer is not immediately obvious

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.

Qualifications

• 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

Requirements

• 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

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
• 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

Company Description

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.