Role description
You will be accountable for delivering an outstanding technical support experience to our employees and customers. From problem qualification to full resolution, you will own and manage your cases. When needed, you will transfer your cases to your colleagues or involve senior engineers.
Your day to day job is to provide technical expertise, be an excellent communicator and a service-oriented professional. Every day you will have to make judgement calls to prioritise customer issues and maximise your effectiveness. You will also need to set time aside to learn about our new products and technologies and evolve as a professional. You will participate in various training sessions, team gatherings and Company events.
Key areas of accountability and responsibility
Your day to day duties will include:
Work from your remote home office and provide technical support for employees.
Provide technical onboarding support for new employees.
Provide information security training for new employees.
Provide technical and infrastructure support during international events.
Provide and maintain security monitoring for employees.
Be available to take ownership of new cases via telephone, email and web
Act as an internal customer advocate keeping them updated in a timely manner
Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments
Contribute your findings to a common knowledge base and keep it up to date
Draft and distribute technical notices for internal and external communication.
Prioritise your work in order to accomplish the most important and urgent tasks first
Keep on learning as our products and services grow and evolve
Maintain regular communication and information exchange with the rest of the team, locally and remotely
Identify and suggest any opportunities to provide a better service
Required Skills And Expertise
Bachelors or equivalent four year degree in a technical field from an accredited college or university. Preferable majors: Computer Science, MIS, Electrical Engineering, etc.
Experience in a Linux based environment gained through university subjects or work experience
Linux knowledge including the installation, troubleshooting and basic configuration of recent Ubuntu Desktop releases
Basic desktop Linux usage (desktop tools for editing files, browsing the Web, managing Internet connectivity, setup of printers/services/packages/external storage devices/etc. utilising command line tools for exploring and manipulating the file system)
Basic troubleshooting (collecting logs, basic fine-tuning by editing configuration files)
Familiarity with safely installing, uninstalling, reinstalling and repartitioning machines with multiple operating systems and troubleshooting to recover broken installations
Understanding of Gmail, Google Calendar, Google Applications and Single Sign-On.
Ability to learn quickly, thrive on change and handle the pressure of a customer facing job
Excellent written and verbal English communication skills
Recommended Additional Experience
Some knowledge of programming (bash, Perl, Ruby, Javascript, C or C++, Go)
Basic troubleshooting of Mac and Windows operating systems.
Experience supporting virtualized environments (KVM, OpenStack, Virtual Box, VMWare)
Experience with containers (LXD/LXC, Docker, Kubernetes)
Experience with network troubleshooting
Customer support experience
Benefits
Possibility of international travel, up to 4 weeks per year.
Daytime working hours
Time off for conferences
Talent development program
Initial mentoring to bring up to speed on needed technologies
Additional mentoring opportunities with some of the best in Linux, OpenStack and more.
Study time and expenses for obtaining relevant certifications.
Apply via :
boards.greenhouse.io
