Linux Technical Support

Requirements

  • Knowledge in managing Linux systems (CentOS, Debian, Ubuntu): proprietary package management systems, filesystems (ext3, ext4, xfs, NTFS, FAT32, ramdisk), proprietary configuration files, etc.;
  • Knowledge in managing Windows systems;
  • A basic/ good understanding of network related concepts such as the TCP/IP stack, VLANSs, static routing;
  • Good understanding of DNS, DHCP, NTP;
  • A basic understanding of storage related concepts such as RAID schemes;
  • Ability to code script and debug in Python or Bash is a plus;
  • Excellent English writing and communication skills;
  • Highly developed sense of integrity and commitment to customer satisfaction;
  • Strong decision making and problem solving abilities, enjoy troubleshooting;
  • Fast learner, keen for knowledge and curious;
  • Willingness to work a flexible schedule and night shifts + weekends;
  • Open to change – given the fast paced environment;
  • Excellent team player and an independent worker as well.

Responsibilities / Accomplishments

  • Resolve product or service problems by: clarifying the customer’s request, diagnosing the cause of the problem; collaborating with SysOps, NetOps, R&D, and Product Management, selecting and explaining the best solution to solve the request, and by following up to ensure resolution;
  • Provide technical customer support, problem resolution and follow-ups in the ticketing system; ticket match-making with existing or new bugs/issues in JIRA and notifications for Q&A and Dev teams;
  • Escalate troubleshooting requests to the next level of support when necessary;
  • Official corporate communications in English for customers regarding outages, new releases and new features, in both written and oral mediums;
  • Create and maintain knowledge-based articles and documentation on company’s internal wiki page (for fellow colleagues);
  • Proactively act as continuous improvement agent for our products;
  • Actively contribute to the team’s start-up by assisting in developing work-flows and procedures, and in the design of the process of creating unforgettable positive customer experience;
  • Provide account support where required;
  • Assist with placement of orders, refunds, or exchanges;
  • Take part in special projects as needed.

Other information
We offer:

  • Flexible hours;
  • Informal, nonconformist work environment, lots of fun;
  • Freedom of using technology to ease your work efforts;
  • A lot of variety in your work;
  • Assisted learning;
  • Opportunity of and support for growing into new roles (SysOps, NetOps, R&D, Product Management, Marketing & Sales, etc.) according to what you would like to do next.

Apply now

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