Senior Technical Support Engineer Synology America Corp - 3.0 Bellevue, WA Job Details Full-time $120,000 - $150,000 a year 1 hour ago Benefits Health insurance Dental insurance 401(k) Paid time off Parental leave Vision insurance 401(k) matching Employee discount Life insurance Referral program Qualifications Defect resolution root cause analysis Bug Reporting (Quality assurance practices) Windows Incident Escalation Post-sales issue resolution Firewall Team management Computer hardware Mentoring Systems engineering Problem management Product quality failure Failure analysis Full Job Description Position Summary Synology is seeking a Senior Technical Support Engineer to serve as a senior technical authority within our U.S. Support Organization. This role handles our most complex and high-impact customer issues across storage, networking, virtualization, cloud, backup, and data protection environments. This is not a traditional queue-driven support role. You will take ownership of issues that have already challenged experienced engineers, including business-critical outages, intermittent or non-reproducible failures, suspected product defects, severe performance issues, and complex multi-system problems where no established troubleshooting procedure exists. Beyond resolving individual cases, you will help set technical standards for the Support organization, mentor engineers, partner with Product Management and Engineering, and identify structural improvements that reduce recurring customer issues. What You'll Do

• Own and resolve the organization's most complex technical escalations, including multi-system failures, severe performance degradation, data-integrity concerns, and issues that have resisted prior investigation.
• Lead root-cause analysis and develop defensible technical conclusions using logs, system diagnostics, lab reproduction, and structured troubleshooting.
• Direct the technical response during business-critical customer outages and make sound recommendations when no documented procedure applies.
• Reproduce and isolate suspected product defects, documenting affected versions, configurations, scope, and customer impact so Product Management and Engineering can act.
• Serve as a senior escalation resource for Support Engineers and provide technical direction on difficult cases.
• Communicate technical findings, risks, recommendations, and uncertainty clearly to customers, internal stakeholders, and executives.
• Diagnose hardware failures across NAS systems and expansion units, including drives, memory, power supplies, network interfaces, and system boards.
• Identify recurring failure patterns and lead improvements through documentation, tooling, process changes, customer enablement, or product feedback.
• Mentor and develop Associate and Support Engineers through case reviews, structured coaching, and technical guidance.
• Create and improve troubleshooting standards, knowledge content, and technical best practices for the Support organization.
• Participate in the rotating on-call program for critical after-hours, overnight, and weekend escalations. Technical Expertise Candidates should bring deep hands-on expertise in several of the following areas and working knowledge across the others:
• Enterprise storage: NAS/SAN architecture, RAID, storage pools and volumes, array recovery, Btrfs/ext4, performance and capacity troubleshooting.
• Storage protocols: SMB/CIFS, NFS, iSCSI, permissions, authentication, and related troubleshooting.

Networking:

TCP/IP, DNS, DHCP, routing, switching, VLANs, link aggregation, VPNs, firewalls, and packet-level troubleshooting.

• Backup and data protection: backup/recovery, snapshots, replication, high availability, disaster recovery, restore validation, RPO/RTO concepts, and data integrity.
• Virtualization and containers: VMware, Hyper-V, Proxmox, or comparable platforms.
• Cloud and hybrid infrastructure: cloud storage, backup, synchronization, identity services, and hybrid on-premises/cloud environments.
• Linux and Microsoft environments, including Windows Server and Active Directory.
• Synology DSM and related Synology applications/services. Direct Synology experience is preferred but not required for candidates with equivalent enterprise infrastructure depth. Required Qualifications
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• 10+ years of experience in technical support, systems engineering, infrastructure engineering, or a comparable technical discipline, including substantial senior-level experience.
• Demonstrated success resolving complex production issues that other experienced engineers could not resolve.
• Deep hands-on expertise in enterprise storage, networking, data protection, or related infrastructure technologies.
• Experience serving as an escalation point or technical authority for a support or engineering team.
• Experience isolating and documenting product defects through reproduction and scope analysis.
• Experience leading technical response to business-critical incidents or outages.
• Experience mentoring or developing other technical professionals.
• Strong written and verbal communication skills, including the ability to explain complex technical findings to customers and business stakeholders.
• Ability to work on-site at the assigned Synology office.
• Ability to participate in a rotating on-call schedule for critical after-hours escalations. Preferred Qualifications
• Hands-on experience with Synology products, DSM, or Synology C2 services.
• Experience supporting NAS, SAN, backup, or enterprise storage environments at scale.
• Linux command-line troubleshooting experience.
• Experience with VMware, Hyper-V, Proxmox, Windows Server, or Active Directory.
• Experience with high-availability and disaster-recovery environments.
• Experience working directly with Product Management or Engineering on complex customer issues.
• Professional working proficiency in Spanish or Portuguese to support Latin America coverage.

Certifications Relevant professional certifications are strongly preferred. Examples include certifications in storage, networking, Linux, virtualization, cloud, security, Microsoft environments, data protection, or service management (such as Cisco, Red Hat, VMware, AWS, Microsoft, SNIA, NetApp, Veeam, CompTIA, or comparable credentials). Candidates without applicable Synology platform certification will be expected to complete the relevant Synology certification track within the first 12 months of employment. Synology supports role-relevant certification costs and study time. Work Environment

• Work location: On-site at the assigned Synology office. This is not a remote or hybrid position.

Schedule:

Monday through Friday, aligned with U.S. business-hour coverage.

On-call:

Participation in a rotating after-hours, overnight, and weekend on-call program is required.

Coverage:

Customers across the United States, Canada, and Latin America. What Success Looks Like The successful candidate is the engineer other experienced engineers turn to when the answer is not obvious. You will be expected not only to resolve difficult customer issues, but also to make the broader Support organization more capable through stronger diagnostic practices, mentoring, documentation, and prevention of recurring problems. Ready to join us? Apply today with your resume and a brief cover letter.

Job Type:

Full-time Pay:

$120,000.00 - $150,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Life insurance Paid time off Parental leave Referral program Vision insurance Application Question(s): What is your expected pay range? Ability to

Commute:

Bellevue, WA 98006 (Required)

Work Location:

In person