Job Description
As a Linux Support Engineer you will own customer support interactions from start to finish. Along the way, you will have opportunities to influence processes and products as you work with multiple systems and teams to drive an exceptional customer experience. You will help us provide courteous and timely support to customer queries, driving resolution as quickly as possible.
This is a technical role, in which you will use your experience administering Linux servers to find solutions for particularly challenging customer issues. The role might require that we spend a significant amount of time troubleshooting customers’ infrastructures remotely. There are also strong problem-solving aspects to this position, with ample opportunities.
Responsibilities
Investigate issues reported by customers by doing your own research and involving others across the organization as necessary.
Ownership of results: 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.
Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve their issues.
Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.
Requirements:
Minimum 3+ years hands-on experience supporting Linux systems including:
Virtualization
Containers – especially with Docker, LXD/LXC, or Kubernetes.
Storage technologies – block, object and network.
Familiarity with networking and networking tools (ping, tracert, tracemon, tcpdump, etc., ability to troubleshoot client-server connectivity issues)
Linux integration with other environments (authentication/directory services, network file systems, etc.)
Cloud computing (provisioning, monitoring, orchestration, etc.)
Fundamentals of databases and SQL syntax knowledge
Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)
Experience administering Linux (boot process, file systems, network device and protocol configuration)
Familiarity with core OS services and networking concepts such as: SSH, telnet, FTP, NFS, DNS, NAT, VIPs, DHCP, Samba, LDAP
Familiarity of load balancing preferred.
Troubleshooting experience:
Basic reading of stack traces to be able to search for duplicates, escalate to the correct team.
Understand OS and Application level bugs and advise on next steps
Availability to travel 20%
English: Advanced 80% – 90%
Bachelor’s degree in computer science engineering or similar work experience