Work from your remote home office and provide technical support 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 case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.
Draft and distribute technical notices for internal and external communication.
Prioritize your work in order to accomplish the most important and urgent tasks first
Keep on learning as our products and services grow and evolve
Understanding the Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.
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
Participate in a regular weekend working rotation.
Requirements
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 with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files)
Experience with Linux server administration
Strong knowledge of Cloud computing concepts (provisioning, monitoring, orchestration, etc.)
Knowledge of basic hands-on experience in 2 or more of:
Virtualization / Cloud
Containers
Storage technologies
Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.
Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go)
Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job
Strong written and verbal English communication skills
