hackajob is collaborating with Scale Computing to connect them with exceptional professionals for this role.
Who We Are
Acumera is now Scale Computing! Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide.
Job Overview
The Tier 1 Support Associate is an entry-level technical support role within Scale Computing's Broadband team. The position focuses on triaging support tickets, performing basic troubleshooting, and escalating issues as needed. You'll collaborate with both customers and internal teams to ensure quick and effective resolution of broadband-related incidents. This role is ideal for individuals who are eager to grow in IT support, network operations, or telecommunications.
Responsibilities
- Monitor and triage incoming support tickets related to broadband connectivity and WAN failover events
- Perform basic troubleshooting: check equipment status, power, cabling, and initiate modem/firewall reboots
- Contact Internet Service Providers (ISPs) to schedule dispatches or equipment replacements
- Escalate unresolved issues to Tier 2 or Engineering teams with clear documentation
- Assist with routine maintenance tasks such as firmware or app updates
- Document troubleshooting steps and contribute to internal knowledge base updates
- Collaborate with teammates and other departments on cross-functional projects
What We're Looking For
A customer-first mindset with strong communication skills (written and verbal)
A willingness to learn and grow in networking and IT support
Interest in troubleshooting concepts like DNS, IP addressing, and VPNs
Ability to multitask, prioritize, and stay organized
Team-oriented with a proactive and detail-focused approach
What This Role Does Not Include
Advanced network engineering or firewall configuration
Software development or scripting tasks
Infrastructure planning or system architecture decisions (handled by Tier 2+ and Engineering teams)
Qualifications
1+ year of experience in a customer support role (technical support preferred)
Bachelor's degree in Computer Science, Information Technology or equivalent required
Coursework or experience in IT/networking is a plus
Must be able to work onsite at our Bengaluru office at least 3 days per week
Perks of Acumera
Group medical insurance.
Paid company holidays.
Casual dress code
Cab facilities for employees working in shifts.
Fully stocked snacks at office.
Vibrant and Inclusive Workplace Atmosphere.
Flexible work environment and an opportunity to grow as we grow.
Scale Computing is an equal-opportunity employer. All final candidates will be subject to a pre-employment background check. 
