Job Overview
We are seeking an experienced support professional to join our team. As an Associate Support Engineer, you will play a crucial role in providing technical assistance to our customers using Ubuntu and open source products.
Key responsibilities include:
* Providing timely and effective technical support via telephone, email, and web-based platforms.
* Acting as a customer advocate, ensuring that each case is handled with the highest level of satisfaction.
* Contributing new knowledge base articles and maintaining existing ones to ensure shared knowledge and lessons learned are available to customers.
* Drafting and distributing technical notices for internal and external communication.
* Collaborating with the rest of the team to prioritize work and accomplish the most important tasks first.
Requirements include:
* Exceptional academic track record from both high school and university.
* Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path. Preferable majors: Computer Science, MIS, Electrical Engineering, etc.
* Confidence to respectfully speak up, exchange feedback, and share ideas without hesitation.
* Track record of going above-and-beyond expectations to achieve outstanding results.
* Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files).
* Knowledge or basic hands-on experience on 2 or more of:
o Linux server administration.
o Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go).
o Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.).
o Virtualization / Cloud computing concepts (provisioning, monitoring, orchestration, etc.).
* Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job.
* Strong written and verbal English communication skills.
* Appreciative of diversity, polite, and effective in a multi-cultural, multi-national organisation.
* Result-oriented, with a personal drive to meet commitments.
* Ability to travel internationally twice a year, for company events up to two weeks long.