Lime Technology, Inc.

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. Occasion