Technical Support Engineer with Linux Exp
4 days ago
Are you a 3rd line technical support engineer, with an understanding of how to use Linux and ha good experience server-side with installation?
An award-winning helpdesk software company is looking for a technical support engineer to join its growing team.
Role Responsibilities
This is a varied customer-facing role. You'll be performing deep technical troubleshooting to help solve complex problems for our customers. Also, working closely with the Customer Support team and other Technical Support engineers, you'll often work directlywith software engineers (e.g. reproducing issues, collecting technical information/diagnostics, etc) to identify issues in company products and coordinate solutions with customers.
- 2-3 years' experience in technical support (L2 or L3), preferably in product support.
- Strong written and verbal communication skills are required. You will interact with customers in different stages from pre-sales to potential crisis scenarios. Empathy for our customers and determination to fight in their corner is critical.
- Ability to learn how to support the company's technical elements (e.g installing software on servers, APIs, integrations, installers, data migration etc.).
- A love for problem-solving, troubleshooting issues and a strong drive to learn new technologies.
Technical Requirements
- Linux web hosting sysadmin experience. You should know your tools very well (e.g. curl, dig, git, traceroute, grep, ssh).
- Strong familiarity with multiple Linux distributions, including Ubuntu and RHEL.
- Strong familiarity with the Linux CLI.
- Experience supporting Nginx, PHP and MySQL.
- Experience identifying and diagnosing issues from analysing logs, stack traces, browser development tools, and HAR exports.
- Creative problem-solving - sometimes you will be troubleshooting with incomplete information with no direct access to customer services.
Desired Skills:
- Experience working with container technology (e.g. docker)
- Experience with cloud platforms (e.g. AWS, GCP)
- Experience with virtualization technologies (e.g. VMWare, Virtualbox, Hyper-V)
- Experience with Windows and Windows Server.
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